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.

IoT
IoT
News

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
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.
Slideshows
Reflections on Tech in 2019
James M. Connolly, Editorial Director, InformationWeek and Network Computing,  12/9/2019
Slideshows
What Digital Transformation Is (And Isn't)
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/4/2019
Commentary
Watch Out for New Barriers to Faster Software Development
Lisa Morgan, Freelance Writer,  12/3/2019
Register for InformationWeek Newsletters
Video
Current Issue
The Cloud Gets Ready for the 20's
This IT Trend Report explores how cloud computing is being shaped for the next phase in its maturation. It will help enterprise IT decision makers and business leaders understand some of the key trends reflected emerging cloud concepts and technologies, and in enterprise cloud usage patterns. Get it today!
White Papers
Slideshows
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