Dell Reveals Internet "Self-Service" Products - 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.


Dell Reveals Internet "Self-Service" Products

Michael Dell revealed today how the Internet will make life easier for corporate PC buyers. Speaking at Dell's DirectConnect Conference in Austin, Texas, Dell unveiled Internet-based software tools that will make it easy for customers to monitor and repair system problems and provide integration across all the departments involved in the procurement process.

"The Internet is a weapon sitting on a table, and the only difference between traditional companies and the dot-com companies will be winners and losers," Dell said. To win, Dell says companies must improve responsiveness, efficiency, and the overall customer experience. "E-customers remain loyal because of the buying experience more than factors like product and cost."

By year's end, Dell expects to ship the remote diagnostics and ERP integration. Dell's Open Manage Resolution Assistant will help companies diagnose and repair outages online, as Dell support runs a program detailing the customer's configuration and data, which customers will have supplied to Dell in advance.

The ERP integration, called Direct Commerce Integration, will link customer procurement of Dell products with the entire procurement process of the customer. First, such integration will happen using SAP R/3 business-to-business software, so customers can have one view of all the accounting and logistics involved with Dell purchases.

Dell needs to provide such services over the Internet, says Rob Enderle, an analyst with Giga Information Group, because it has had difficulty hiring people with the necessary expertise; the company says it manages by recruiting new graduates. "They're not losing any customers yet," says Enderle, "but they're starting to tick them off."

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
2021 State of ITOps and SecOps Report
2021 State of ITOps and SecOps Report
This new report from InformationWeek explores what we've learned over the past year, critical trends around ITOps and SecOps, and where leaders are focusing their time and efforts to support a growing digital economy. Download it today!
InformationWeek Is Getting an Upgrade!

Find out more about our plans to improve the look, functionality, and performance of the InformationWeek site in the coming months.

Remote Work Tops SF, NYC for Most High-Paying Job Openings
Jessica Davis, Senior Editor, Enterprise Apps,  7/20/2021
Blockchain Gets Real Across Industries
Lisa Morgan, Freelance Writer,  7/22/2021
Seeking a Competitive Edge vs. Chasing Savings in the Cloud
Joao-Pierre S. Ruth, Senior Writer,  7/19/2021
Register for InformationWeek Newsletters
Current Issue
Monitoring Critical Cloud Workloads Report
In this report, our experts will discuss how to advance your ability to monitor critical workloads as they move about the various cloud platforms in your company.
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