Tue. Jun. 24, 2008
Over the last year, Dell has worked to expand its global service programs focused on our corporate business customers. Since I get a lot of questions about these services, I thought it might be helpful to outline them:
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Pro Support We introduced ProSupport earlier this year, ProSupport aims to customize service options for small and medium, public and large business clients by offering different levels of warranty support. The Pro Support motto is: “Beyond One-Size Fits-All", and with its Fast-Track Dispatch model, certified Dell IT technicians can get their parts quickly from one of Dell's hundreds of 4-hour warranty part dispatch centers.
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Partner Direct is a program focused on our global reseller partners, also provides service support for in warranty clients, as well as IT consulting and Dell product sales via the Channel partners. It’s been live in the United States for just over six months, and less than that in other countries. PartnerDirect is now available in each of Dell’s main regions—the Americas, EMEA and APJ. To date, more than 16,000 partners have registered via PartnerDirect globally.
In addition to these offerings, we continue to offer existing programs like Warranty Parts Direct (WPD) is a his service meant for Dell customers who use a help desk for service dispatch, provide self maintenance or for customers who want to appoint a service provider to maintain their Dell branded hardware.
Programs for established companies are one thing, but, what about partnering with smaller IT vendors, who may or may not have an existing relationship with Dell? What about extending Dell service offerings to out-of-warranty systems?
Those are two of the reasons we rolled out the Service Partner Program (SPP Long before we finalized that program, we asked for feedback from ISPs. Two of the needs we heard most often were 1) getting a part fast – and, 2) getting a part at a reasonable price.
That feedback helped shape the Service Partner Program. Now, technicians can order parts up until 7 p.m. CST with the option for Next-Business-Day delivery upon request. We also did our homework to make sure our pricing was competitive with other options you have from our competitors. SPP aims to engage the independent service providers and help them improve their own business efficiencies by proving that we stand by our certified parts and warranties and stand by the technicians who are in the field working on our products every day.
How else can we improve SPP, or any of the service programs that I mention in this post?