Service Excellence

Improving Customer Experience through Digital Transformation

By Doug Schmitt President, Dell Technologies Services December 18, 2018

Today, no matter what business you’re in, the pressure is on not just to enable but to accelerate “digital transformation.” The goal is to be able to move beyond traditional product- and market-focused strategies and focus efforts on the quality of the customer experience with capabilities such as real-time customer engagement, actionable insights, and personalization.

The services business is no different. The objective of delivering the best possible customer experience―to every customer, every time―is driving how we design and deliver service and how we collaborate with customers to achieve their objectives.

That’s why “Digital Transformation of Services” is a key theme for our team of 60,000+ Dell EMC Service and partner professionals worldwide.

Just as enterprises of all kinds are striving to put advances in data science, artificial intelligence (AI), business intelligence (BI), virtual and augmented reality (VR/AR), machine learning (ML) and deep learning (DL) to work for competitive advantage, we are working to put these same technologies to work to deliver the next generation of services our customers need to succeed.

Proactive, Predictive, Personalized

By utilizing our breakthrough automated, predictive and proactive support capabilities, such as those powered by connected technologies that continually monitor system state, we’re able to identify and resolve issues much faster. Over the years we’ve continued to evolve these capabilities to increase our ability to predict and proactively address impending problems before they even have a chance to occur and impact customers.

Notably, today we are the only IT service provider that gives customers a consistent, proactive, predictive and data-driven support experience across their entire environment―from PC to data center. For example, with ProSupport Plus and SupportAssist customers can experience up to 92% less time to resolve a failed hard drive issue and up to 72% less IT effort to resolve server issues. And we’ve extended this experience from commercial customers to consumers.

Recently, we’ve been working to provide even more personalized and effortless support that leverage data science, machine learning and AI-empowered technology to deepen our relationship with customers. For example, we’ve developed personalized dashboards that provide enterprises with near-real-time and historical data about their services history, with the ability to visualize trends or drill down to specific technologies, service calls, and timeframes.

The result has been greater collaboration for better and more efficient service delivery, as well as insights into how customers can improve internal IT processes and skillsets to optimize the end user experience and help shift IT focus from maintenance to innovation.

Customer Experience Is Job #1

At Dell Technologies, we understand that our customer relationships are the ultimate differentiator and the foundation for our success.

Today our support and deployment services have a 94%+ customer satisfaction rating. But we’re not satisfied.

Together with our partners, our global services organization of 60,000+ subject matter experts, consultants, project managers and engineers is committed to continue to expand and evolve our services to make it easier to put digital technologies to work―from selection, to consumption, to adoption, optimization and support―from the edge to the datacenter to the cloud.

So, our customers can accelerate their own digital transformation and in turn, provide their customers with a customer experience worth celebrating.

About Doug Schmitt

President, Dell Technologies Services

Doug Schmitt is President, Dell Technologies Services, where he has full P&L responsibility for Support, Deployment and Managed Services business including strategy, sales, product design, field delivery, technical support and operations. He is accountable for all IT lifecycle services supporting Client Solutions and Infrastructure Solutions including basic warranty, advanced support, configuration services, managed deployment and managed services. Doug leads an organization of over 55,000 direct and partner team members in 165 countries.

Doug joined Dell Technologies in 1997 and has served in a number of leadership roles including finance and operations. Additionally Doug serves on the Board of Dell Technologies PAC. Previous to joining Dell, he was employed with Sequent Computer Systems where he held various senior-level finance positions. Prior to Sequent, he was employed in the banking sector.

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One thought on “Improving Customer Experience through Digital Transformation

  1. Digital customer experience is the essence of any successful marketing strategy,
    this article really gave me a clear overview of how and what is digital transformation and how exactly can companies make sure they implement it in their day to day strategy to create a much better cx relationship hence a perfect way to stand alone in a competitive market.
    Looking forward to more of such amazing articles.