Dell's command centers are designed to provide support for server and storage customers in specific regions. The concept is based on best practices of crisis-management centers and provides real-time tracking of customer issues, technicians, and service parts.
The new center in Japan is Dell's second in Asia. The company opened one in China last year, as well as in Ireland. Dell's first center, at its headquarters in Round Rock, Texas, opened in 2003.
The centers help provide customers timelier integration of service delivery than previously available, the company says. By managing field and logistics in real time and proactively monitoring weather and traffic patterns, teams of Dell technicians make service delivery more consistent, accurate, and efficient, says Jan Uhrich, VP of enterprise services for Dell.
Dell has been making a stronger push in enterprise services in the past few years, and in 2004 had service revenue of around $4 billion, according to the company.