Dell Revamps Customer Support And Services - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Hardware & Infrastructure

Dell Revamps Customer Support And Services

Dell's ProSupport offers packages of options for each category of customer: small and medium-sized businesses, large businesses, government, education, and health care and life sciences.

Dell on Tuesday launched revamped services and support for businesses, government, and education, a significant move in the company's commitment to triple its services business within three years.

In launching ProSupport, Dell is offering customers more options to tailor services to fit their needs. Rather than take a one-size-fits-all approach, Dell has put together packages of options for each category of customer: small and medium-sized businesses, large businesses, government, education, and health care and life sciences.

Organizations, for example, can buy "mission critical" support, which guarantees onsite service in two or four hours. Same-day service is also available.

Dell also offers separate support options for IT staff and for non-IT professionals. For the latter, the company offers "how-to" support for software applications, such as Norton AntiVirus, Microsoft Office, Microsoft Small Business Server, Intuit QuickBooks, Adobe Photoshop, and Adobe Acrobat. Dell also offers collaborative support with many third-party software vendors.

For IT departments, Dell is offering "fast-track dispatch" of parts and labor and access to a crisis center to handle major outages, virus attacks, or problems caused by natural disasters.

Besides offering response options for handling problems, Dell has launched "Proactive Maintenance," which offers assessment and recommendations for driver and firmware updates and application of customer-approved patches and system updates. Dell also offers assessment services for storage area networks, as well as Dell's computing hardware.

The new offerings replace Dell's tiered services structure, in which customers could choose from a variety of service levels, such as platinum, gold, or silver. The latest system takes a more customizable approach to support. Dell's nonconsumer support is sold through channel partners.

Chief executive and founder Michael Dell said in November that the company planned to triple the size of its services business within three years. To help achieve such growth, Dell went on a buying spree that started in July with the acquisition of SilverBack Technologies, which sold technology that helps service providers manage and monitor their customers' servers, storage systems, networks, and desktops.

In November, Dell announced it would acquire Everdream, a provider of on-demand software services for managing business PCs, and in August acquired ASAP, a provider of software and services for IT asset management.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
State of the Cloud
State of the Cloud
Cloud has drastically changed how IT organizations consume and deploy services in the digital age. This research report will delve into public, private and hybrid cloud adoption trends, with a special focus on infrastructure as a service and its role in the enterprise. Find out the challenges organizations are experiencing, and the technologies and strategies they are using to manage and mitigate those challenges today.
COVID-19: Using Data to Map Infections, Hospital Beds, and More
Jessica Davis, Senior Editor, Enterprise Apps,  3/25/2020
Enterprise Guide to Robotic Process Automation
Cathleen Gagne, Managing Editor, InformationWeek,  3/23/2020
How Startup Innovation Can Help Enterprises Face COVID-19
Joao-Pierre S. Ruth, Senior Writer,  3/24/2020
Register for InformationWeek Newsletters
Current Issue
IT Careers: Tech Drives Constant Change
Advances in information technology and management concepts mean that IT professionals must update their skill sets, even their career goals on an almost yearly basis. In this IT Trend Report, experts share advice on how IT pros can keep up with this every-changing job market. Read it today!
White Papers
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll