Amar has been at Dell Since 2003, working in Services IT throughout that time. Those years have given him a great perspective on Dell Global Support business as a whole. Amar has spent much of his career in CRM transformational programs in various IT roles that enabled Support agents to better serve the customers and also improved agent experience overall.
Amar leads the CRM IT teams for both Dell and EMC and owns the CRM applications used by 35,000 support agents globally.
Amar and his team are currently working on a major Dell CRM transformation program called LIGHTNING, designed to bring all DellEMC support agents onto a single global CRM and retire three legacy CRM solutions. The LIGHTNING program also aims to build the next-generation support tools and experience for both agents and customers to provide proactive, predictive identification of issues and resolve them quickly. By the end of this implementation, LIGHTNING will become the biggest Support CRM solution on the planet for Salesforce Service Cloud.
Amar honed his technical and management skills within technical support and customer support organizations. He’s applied his deep knowledge of CRM technology with Dell Support domain knowledge to develop technical skill sets of Services teams across the globe.