Introduction
The Partner Experience in HP Workforce Experience Platform (WXP) is designed to enhance the experience of channel partners when interacting with HP Workforce Experience Platform.
Partners with Manage + Delivery certification have access to the Partner Experience in the Workforce Experience Platform.
Channel partners are of two types:
Value Added Resellers (VARs): Focuses on selling HP products and services while offering additional value through consulting and customization. Currently, VARs do not have direct access to Workforce Experience Platform.
Managed Service Providers (MSPs): Offers ongoing IT services, including remote management, consulting, and customer support.
The partner experience is important for the Workforce Experience Platform because partners help HP reach more customers. They manage devices, policies, and licenses, and offer support to ensure a smooth IT experience for users. The platform makes it easier for partners to work with HP by enabling them to engage better, increase revenue through upselling and renewals, and build stronger relationships with customers.
Key Features
Some of the core functionaries include:
Onboarding and user Management
Streamlined setup: Supports easy onboarding and simplified user management.
User and role management: Enables bulk import of users, role assignments, and profile updates for secure and efficient access control.
Partner Dashboard
Custom views: Provides dashboards tailored to partner roles, delivering relevant insights for decision-making.
Customer insights: Tracks customer statuses, subscriptions, and regional distribution to help identify opportunities.
Actionable recommendations: Offers proactive suggestions to enhance customer engagement.
Insights: Provides key data, such as device compliance and health for quick operational decisions and tracks key indicators like partner adoption, operational efficiency, and revenue growth to measure the platform's impact.
Support and Collaboration
Impersonation: Enables troubleshooting by acting on behalf of customer users.
Efficient ticketing: Provides a centralized ticket management to improve response times and resolve issues faster.
Tailored support: Allows L1 support customization to meet specific customer needs.
Licenses and Offerings
License management: Simplifies catalog creation, subscription conversion, and order tracking for streamlined operations.
Resources and certifications: Provides access to articles, videos, and certifications to enhance partner expertise and effectiveness.
Multi-Tenancy and Customer Management
Tenant management: Enables efficient handling of multiple customer accounts from a single interface.
Customer insights: Facilitates viewing, grouping, and filtering customer data for better organization and decision-making.
Device and policy management: Tracks devices and applies policies to simplify management.
Tool integration: Connects seamlessly with ITSM tools (e.g., ServiceNow), CRMs, billing systems, and ConnectWise to enhance workflows.
Comprehensive billing: Provides transparent and detailed billing reports to support financial decision-making.
Use Cases
Some of the popular use case include:
1. Strategic customer management
Scenario: As a partner, I want to identify opportunities to upsell HP services and products to existing customers based on their usage patterns and digital experience.
Solution: The Dashboard in the Partner Experience provides you insights into customer subscriptions, protection status, and engagement trends.
2. Efficient support operations
Scenario: As a Managed Service Provider (MSP), I struggle to manage customer support tickets across multiple tenants, leading to delays in resolving issues.
Solution: Centralized ticket management enables you to view, prioritize, and escalate customer tickets quickly. Proactive notifications ensure timely issue resolution and improved customer satisfaction.
3. Simplified onboarding process
Scenario: A new Channel Partner administrator faces challenges in onboarding team members and setting up their organization’s account on the WEX platform.
Solution: The platform provides intuitive onboarding tools, including bulk user imports, Active Directory integration, and role-based access control. This helps to simplify account setup and user management.
4. Proactive customer engagement
Scenario: A Channel Partner wants to address potential issues in customer environments before they escalate but lacks the necessary data and insights.
Solution: HP WXP offers proactive recommendations and actionable insights on customer digital experiences. These insights help the partner engage customers with tailored solutions and preventive measures.
5. License and subscription management
Scenario: A Sales Specialist needs to manage customer licenses and subscriptions across multiple accounts, but the process is time-consuming and prone to errors.
Solution: HP WXP streamlines license activation, subscription modifications, and order tracking. Partners can easily manage customer licenses through a dedicated interface.
6. Multi-tenancy management
Scenario: A Support Specialist needs to manage multiple customer accounts but faces challenges navigating between tenants.
Solution: The platform supports enables multi-tenancy functionality. This allows Support Specialists to seamlessly switch between customer tenants and manage user accounts, devices, and policies from a single interface.