HP's Digital Solution for High Volume Video Publishing

HP Inc. is a global technology brand revered for its innovation in computers, gaming PCs, printers, related accessories, and more, and serves as an industry leader in computing and printing solutions that help businesses and individuals thrive. The company’s unmatched products and unparalleled customer service have made HP the go-to brand consumers consistently turn to when they need the latest technology.

Launched in 1939, HP has grown to become a leading enterprise technology company that consistently elevates industry standards. Today, HP enjoys a dominating market position with countless patents. It serves more than 1 billion customers across 170 countries, making it one of the most successful technology companies in the world.

This TITAN Customer Service Award entry is focused on the HP Support Team’s video production efforts, which center around an extensive video repository and publishing system that helps customers and service technicians troubleshoot HP products. Across HP Support’s publishing ecosystem, they have produced and distributed more than 37,000 videos that help businesses and consumers quickly address setup or functionality issues so they can continue to seamlessly use their technology.

The efforts are led by a Video Production Manager plus a 7-member team that handles everything from video concept and production to language variations and distribution. Due to the sheer volume of service and how-to videos, HP leverages the NewSpark platform to efficiently and accurately distribute videos across its platforms. This external resource allows the HP video team to streamline their operations, automate workflows, and publish video content across their entire tech stack with ease — ensuring that the team’s resources are used efficiently so they can proceed with the next video-related customer need.