Case Study
HP Dev One Launch
Building Scalable Customer Support Infrastructure
Key Results
$5M+
Revenue
Total product launch revenue generated
15.7%
Return Rate
vs. 20-30% industry standard
56 min
Response Time
Average first response time
4.2/5
CSAT Score
Customer satisfaction score
67%
Automation
Ticket automation rate
94%
SLA Compliance
Across all ticket categories
Executive Summary
Led the end-to-end customer success operations for the HP Dev One product launch—a first-generation Linux-based PC targeting the developer community. Designed and implemented a custom AI-powered support ecosystem that contributed to $5M+ in revenue while maintaining a <16% return rate, significantly outperforming industry benchmarks.
The Challenge
First-generation hardware typically experiences 20-30% return rates. HP's existing support infrastructure was optimized for consumer products, not developer-focused hardware. We needed to build a completely digital support experience from scratch that could scale with uncertain demand while maintaining high satisfaction for a demanding technical audience.
My Approach
Conducted user research on developer support preferences and pain points
Designed custom support architecture independent of traditional HP systems
Eliminated phone support entirely, creating asynchronous digital-first experience
Built AI engine integration for intelligent ticket routing and auto-response
Created real-time analytics dashboard for performance monitoring
Key Achievements
Achieved <16% return rate for first-generation hardware (industry avg: 20-30%)
Built 100% digital support model with zero phone dependency
Created competitive differentiator in developer-focused hardware market
Established support model replicable for future developer-focused products
Generated positive word-of-mouth in developer communities