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Version 0.3, 4 December, 2000 DCSE: PowerEdge 1550 Self-Study
Dell Page 17
Dell Service Strategy
Dell is an industry leader in providing Customer Support, and as you can
see, Dell has grown to be a large, successful organization. Dell’s growth
and success can be attributed to several unique ways of doing business,
one of which is the Dell Service Strategy.
Here is a snapshot of Dell’s Services Businesses:
Dell’s direct model positions Dell to deliver the best end-to-end customer
service.
Dell is the single point of contact and is accountable.
Virtual Integration and the DSP Program
Dell’s Service Strategy is based on Virtual Integration and Dell’s Service
Provider (DSP) Program.
Virtual Integration is focused on the Customer. It includes every point in
the customer interaction (the End-to-End service process). Virtual
Integration is the relationship within the Service Technician team:
Dell Tech Support and the Field Service Technician
As a team, we are all expected to share and live the Customer Service
initiative together beginning with Order and Delivery, through Installation
and, of course, Service and Support.
When the customer experiences a problem, they call Dell Tech Support.
The Service Technician diagnoses the problem and assists the customer.
85% of all calls are resolved the first time the customer calls in, while the
customer is on the phone.
Dell Tech Support has total accountability for the resolution of the
customer problem.
• If the customer’s issue cannot be resolved on the phone, the Dell Tech
Support Technician initiates a call to the assigned Dell Service Provider.
• Calls to Dell Tech Support are managed in real time so all customer’s calls
are handled quickly and efficiently.
• Information is transferred to Field Service Technicians via a secure
Electronic Data Interface (EDI) transaction.
• Information is available via the Internet to Field Service Technicians as
well as to customers.
− Technicians can access Dell HelpTech.
− Customers can access Service Call Status.