Case Study
One Touch Support
Revolutionizing Real-Time Technical Assistance
Key Results
92%
Sprint Completion
Through effective backlog management
+28%
CSAT Improvement
For users leveraging One Touch Support
-35%
Escalation Reduction
Through first-contact resolution capabilities
<30 sec
Connection Time
From button press to live agent
Zero
Production Bugs
Critical bugs in production release
On Schedule
Timeline
MVP delivered within 9-month timeline
Executive Summary
Served as Agile Project Manager and Scrum Master for the development and rollout of HP's innovative 'One Touch Support' button—a groundbreaking product feature delivering 24/7 instant access to live technical agents with remote diagnostic and virtual system control capabilities.
The Challenge
HP needed to differentiate in a commoditized PC market where traditional support had become a race to the bottom. The challenge was to create a paradigm shift in hardware support by enabling instant, hands-on technical assistance at the touch of a button—coordinating 4 cross-functional teams across 18 two-week sprints.
My Approach
Implemented disciplined Scrum framework tailored to multi-team hardware/software development
Established sprint ceremonies accommodating distributed teams across time zones
Created comprehensive backlog with clear acceptance criteria and story point estimation
Facilitated cross-functional coordination between Development, Support, Product, and QA
Drove adoption of agile best practices including sprint planning and backlog grooming
Key Achievements
Successfully launched new product feature on schedule within 9-month timeline
Coordinated 4 cross-functional teams across 18 two-week sprints
Achieved 92% sprint completion rate through effective velocity optimization
Created data-driven performance tracking and CSAT improvement plans
Defined new support standard for enterprise hardware industry