toshiba & hp: reinventing a 15-year relationship

Toshiba & HP Reinventing a 15-year relationship

September 23, 2013

Bill Melo

VP, Marketing, Services & Solutions

Toshiba America Business Solutions

www.toshiba-solutions.com www.toshiba-solutions.com

Toshiba America Business Solutions

Provide Document & Digital

Signage Solutions

United States, Central & South

America

Core Products & Services

Multi-Function Printers

Large & Medium Workgroups

Software & Services

Managed Print Services

Document Capture &

Workflow

Security

Digital Signage Solutions

Content & Content

Management

Displays

Managed Services


About Me

Vice President of Marketing, Services & Solutions

Responsibilities include:

All Marketing Functions

GM of Toshiba Managed Business Services B/U

Technical Support & Education

Background

10 Years at Toshiba

24 Years in the Document Imaging Industry

Ricoh

Hitachi


Some Important Things to Know About Our Business

It’s Mature

Hardware units flat

Print volume is declining

Intense margin pressure & competition

It’s Changing

Emphasis on solutions and software

Managed Services versus product sales

Growing international scope

We have to do more

With less


Toshiba/HP BPO History

15-Year

Relationship

Staff Augmentation

Call Dispatch

Level 2 & 3

Hardware Support

Level 2 & 3 Software

Support

Program Manager

HP performed well


But…..

Good was no longer

good enough

We needed to do

more

Support for new

initiatives like Digital

Signage

Spanish language

support

Productivity Gains

Documented and

Shared

We wanted a new

type of relationship


We issued a challenge

To HP

And 10 of their closest friends

Issued an RFP in January 2012

One year prior to contract’s end

Phase 1:

Down select to 5

Phase 2:

Down select to 2

Selection in October

Transition scheduled for 4Q ‘12


Changing Our Thinking

HP provided an excellent

response and easily advanced

through the process

But, we weren’t quite getting

what we wanted

A few important things

happened:

We were frank

Productive dialogue

We discovered that:

While we knew what we wanted

Our RFP didn’t necessarily

reflect that


We needed to change our thinking too

We opened up a new

dialogue

We delayed the discussion on

how until we were crystal clear on

what

SLAs

Scope

Cost

Gain Sharing

What we wanted was to buy

an outcome and not a

specific implementation


Working toward a better solution

The new proposal included some

important changes

Near-shore resources

Relocation of personnel

that presented challenges

Retaining formal and tribal knowledge

Short time frame to execute

but the rewards were worth it

Lower cost

Better coverage

Spanish language support

Knowledge base and ticketing software


HP Delivered

Reduced Cost by 10%

annually

Transition costs amortized

over the life of the contract

Well Conceived and

Delivered Transition plan

Seamless transition

Retained Associate

Knowledge

Implemented new case

management and

knowledge base solution


Summary

We were compelled to re-think

our approach to supporting

customers

Changing Industry Dynamics

Customer Expectations

Aligning strategy with those

who execute it was initially a

challenge

When we did, however, the

results were great

Thanks to the HP and Toshiba

teams that made it happen

toshiba & hp: reinventing a 15-year relationship

Technology

toshiba hp

software managed services

toshiba teams

thinking hp

hardware support level

new dialogue

new type of relationship

new proposal