Challenge

Exceptionally high demand for onsite servicing of HP laptops, desktops and printers in Central and Greater London led to a lack of resource available to deal with call volumes and requests. HP's SLA was not being delivered effectively for both offices and home users, severely limiting end user productivity.

Approach

PKS assessed the scope of the challenge, employing and training the right number of additional engineers to meet the demand on behalf of HP. PKS handled high volumes of calls from users, effectively managing and deploying a large team across Central and Greater London. Where driving in Central London was not efficient to attend to a repair, PKS engineers were deployed on foot to ensure HP's SLA were consistently being met and exceeded.

Results

HP's next-day attendance increased to approximately 99% and SLA was met consistently due to the effective management of resource and demand. The strategy of deploying engineers on foot resulted in PKS engineers attending more calls and repairs than any other HP repair and maintenance resource in Central London.