When a press goes down, the last thing a printer needs is to spend valuable production time figuring out where to turn for help. In this practical Dscoop.com session, HP's Jill Powers and Avihay Argaman explain how to make the most of the PrintOS Indigo Service Center, from opening support cases and tracking their progress to ordering replacement parts.
Avihay, who leads HP's North America Customer Success organization, also shares how HP's remote support engineers, field service teams, and advanced technical specialists work together to resolve customer issues. He notes that the remote support team resolves approximately 75% of incoming cases.
Jill, HP Indigo's longtime liaison to Dscoop, takes users through the Service Center step by step, emphasizing how a little preparation can make a big difference. Selecting the correct case category, clearly describing symptoms, including error codes, and uploading screenshots or photos all help route requests to the appropriate experts and reduce unnecessary back-and-forth. As Jill explains, "The faster we can diagnose, the faster you get a resolution." She also demonstrates how to monitor case status, communicate with support personnel, and customize notifications so team members stay informed.
The session also covers parts ordering, including how to check Smart UTK inventory, verify part numbers, and track shipments through the Service Center. Jill encourages printers to keep their equipment information, employee access permissions, and parts inventories up to date. Beyond day-to-day troubleshooting, she introduces additional HP Customer Success services, including operator training, production optimization, color management, onboarding, and peak-season support.
