One of the biggest challenges support teams face is consolidating an acquisition’s support site. No doubt about it. It’s a nightmare.

A year after HP’s 3Com acquisition, its networking customers (old and new) will still find HP’s Networking support experience akin to Alice entering Wonderland.

They will wonder where they are. How they got there. And what they are supposed to do next.

HP.com’s networking support zone is a muddled mess that offers some fundamental truths about how not to consolidate multiple support zones.  

Never explain

Here’s a simple rule. If you have to explain it, you need to go back to the design drawing board. That goes double for teams that must consolidate support zones.

HP.com’s misfires are a classic example of what happens when a team thinks it can explain away how the customer’s rules of engagement have changed.

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Category: Case Study

Class: Poor Practice

Websites Profiled: HP.com networking support zone (currently at http://h17007.www1.hp.com/us/en/support/)

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