June 11, 2004, 12:00 AM

Hewlett-Packard’s reorganization results in a new web approach

Hewlett-Packard Co. has redesigned its web sites to provide a consistent HP experience to all customers, from the biggest to the smallest, and to provide more information on its sites.

Kurt Peters

Executive Editor

Hewlett-Packard Co. has redesigned its web sites to provide a consistent HP experience to all customers, from the biggest to the smallest, and to provide more information on its sites, Stephanie Acker-Moy, vice president of Internet and marketing services, tells InternetRetailer.com.

The web sites-HP.com is the public site and HP.com Business to Business provides private sites for enterprise customers-contain new content, enhanced design and navigation and are better able to serve global customers, Acker-Moy says. In the content area, enterprise-oriented site features a searchable library with 4,000 white papers and case studies. In the design area, the sites have new search capabilities so that a customer can find a product by item number. “With more than 10,000 SKUs, this makes it easier for customers to find what they’re looking for,” Acker-Moy says. Finally, HP has created a unified platform for global customers. HP sells into 70 countries in 35 languages. “This creates a consistent commerce infrastructure for enterprise customers that extends around the world,” she says.

Hewlett-Packard believes the changes will result in increased customer satisfaction and loyalty because the sites are easier to use and contain more content, Acker-Moy says. She also says the company will obtain operational efficiencies by being able to work off a single platform to make changes to global sites. For instance, it will be able to employ a single order management system for all geographical areas. The consistent platform will also help Hewlett-Packard bring new products and changes to the web faster.

The changes to the web sites also reflect a re-organization within Hewlett-Packard to create a more customer-centric company, Acker-Moy says.

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