What would you do with one more hour in your workday?\nThe possibilities seem endless. You could finally take that online course to hone a new skill. Or dig into that not-so-urgent project that has lingered too long on your to-do list. Maybe you would take the time to ponder new approaches to problem-solving or creative planning that you never have time to consider.\nI\u2019d choose \u2026 all of the above. Wouldn\u2019t you?\nBut why even bother thinking about what you\u2019d do with extra time when you NEVER have extra time. There are fires to be extinguished, projects that face sudden roadblocks, clunky time-consuming processes, and I-need-that-now demands from leaders that disrupt your well-ordered (or so you thought) days.\nLet\u2019s face it. We waste a lot of time at work because the barriers we encounter are so vexing. I liken it to driving on an interstate when traffic slows down. Sometimes you bet that the right lane looks quicker, so you dart over there \u2013 only to discover a few minutes later that the left lane, suddenly flowing nicely, would have been the much better choice.\nThat\u2019s frustrating when you\u2019re driving a car. But similar stalls can be devastating to your work success if work traffic jams occur too frequently. Regardless of your role or industry, but particularly if you are in the IT field, stops, starts and slowdowns can have a huge impact on your organization (and your own sanity).\nAt HPE, we feel your pain. And \u2013 as I alluded to in my most recent post \u2013 we\u2019re making some dramatic changes to how we deliver service. We believe it\u2019s a real transformation in providing a pristine customer experience, one that\u2019s unprecedented in the IT services industry.\u00a0\nEssentially, we are zeroing in on two things customers tell us they desperately want: time saved, and time well spent.\nHere\u2019s what I mean about \u201ctime saved\u201d (I\u2019ll tackle \u201ctime well spent\u201d next time):\nIf we give you the tools to help you get things done faster and more efficiently, that\u2019s time saved. And what a precious benefit that can be, since we all so desperately want \u2013 and expect \u2013 to get the help we need immediately. At HPE, our customers deserve that consideration \u2026 and more. Here\u2019s how we intend to deliver the tools and resources IT managers crave:\n\n\nPersonalized experiences. Our new digital customer experience will be tailored to your unique needs, with your preferences and persona taken into consideration.\n\n\n\n\nKnowledge at your fingertips. With a customized dashboard, all the information you need will be in one place, and instantly accessible, via a single user interface that updates automatically in real time. Plus, you\u2019ll have access to a searchable catalog of technical, how-to videos and active user forums that are mediated by HPE experts. That means you can jump directly into helpful, trusted content that will solve your problem, fast, and not have to spend time searching through countless emails for the one piece of information you need.\n\n\n\n\nStreamlined access to experts. Let\u2019s bid farewell to the customer service queue; we\u2019ve got a better idea. Instead of picking up the phone and hoping to find someone who knows what you need, we\u2019ll give you direct access to the right experts, via chat. That\u2019s the kind of time-saving call center service we\u2019ve all been clamoring for. Indeed, a recent consumer survey1 found that 96% of respondents expect an online chat with customer service to be resolved with five minutes, and 80% within two minutes.\n\n\n\n\nProper prioritization. Our approach is to use artificial intelligence to help assess the complexity of support cases so that customers quickly get to the right expert, one who can efficiently and accurately diagnose and solve their problem. We have started using this for selected technologies and the results are impressive. It\u2019s a good example of machine learning helping to speed up the handling of cases, ensuring consistency, and leading to continuous learning and improvement. There are more fascinating opportunities ahead for us in this space which our teams are actively exploring.\n\n\n\n\nEnhanced self-solve solutions. What if you didn\u2019t have to call customer service at all \u2013 because we identified the problem and solved it before you were even aware it existed? This kind of proactive and preventive support is exactly what customers are looking for and the difference it can make is astounding. An IDC2 study revealed that 35% of respondents said these technologies helped them save more than 250 hours of their own time per year, helping prevent up to 634 hours of downtime and up to $545,000 annually. We\u2019ve implemented that predictive analytics-driven capability at HPE, and that is saving mountains of minutes \u2013 and potential headaches \u2013 for thousands of customers.\n\n\nHere at HPE Pointnext Services, we\u2019re making these and other dramatic changes to how we deliver on customer expectations. Nobody wants to spend time managing and fixing IT; you just want it to work. And when it works, you have more time to spend on moving the business forward. That\u2019s why we are changing the definition of IT operational support.\nI hope you\u2019ll take the time to learn more. \u00a0We\u2019re changing the definition of IT operational support.\n1 Aircall, \u201c2019 eCommerce Customer Service Experience Study.\u201d2 IDC, \u201cIDC's Cost of Downtime and the Value of Support Contracts Survey, 2020.\u201d\n____________________________________\nAbout Pradeep Kumar\n\nPradeep Kumar, Senior Vice President and General Manager, leads HPE Pointnext Technology Services group.\u00a0In this role, he is responsible for the worldwide services organization of 20,000 IT experts who advise, build and operate IT platforms for our loyal customers. During his 25 years at Hewlett-Packard (HP) and Hewlett Packard Enterprise (HPE), he has combined his passion for customer experience and service excellence. He inspires continual innovation and operational excellence across his global delivery, portfolio, and supply chain teams.