Solution Providers

  • Tweeting with the Computer Repair Industry

    ABC Nightly News Tuesday reported on the fast growing popularity of Twitter and its use for, among all things, getting better customer service.   Dell was mentioned in this piece as being one of the few major companies today taking a proactive approach by getting involved on Twitter as a way to help customers and learn more about what the community out there is saying.  And Jeremiah Owyang mentioned us in his post where I'm glad to see him asking the Twitter community to go easy on Exxon Mobil (@ExxonMobilCorp) as they get things going there.

    I know Lionel and others on the team are pretty passionate about Twitter. I've been on Twitter for a few months now myself, as just an average person, trying to understand it's appeal.  I follow my friends, coworkers, even Andy Lark (which of course leads me to his blog) and sometimes these folks follow me.  At first, I thought it was a bit absurd to see updates from others that held no true revelance to me, but sometimes made me chuckle.

    After seeing ABC's report, however, I got to thinking.  "I wonder if I search on Twitter by 'computer repair' if I could find a community of computer technicians talking about their needs or just talking about what they find interesting?" I wasn't even sure until two days ago if Twitter could make it possible....but, indeed, the Captains of Tweet came through. 

    You can find me on Twitter as @KatieFromDell.  The majority of computer technicians I follow, and who follow me, are very small businesses.  But they have needs, too, and are really engaged in what KatieFromDell wants to learn from them or what Dell has to offer. 

    In one of my first jobs out of grad school, a sales consultant named Jeffrey Fox (who wrote, How to Become A Rainmaker) came to my company and gave us some insight on how to close a sale.  The biggest lesson I learned from Fox, "always ask your customer questions.  Never assume you know what they want."

    So far, Twitter has been a great way for our group to learn more about computer repair needs.  And, it's only been a few days for us.

  • Dell Service Options for Business Customers

    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:

     

    • 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.

    •  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?

     

     

  • Dell Reveals Your Data Center's True Potential at the Virtual Energy Forum

    There's still another day left at the Virtual Energy Forum, and the presenters and keynote speakers have ranged from scientists to business leadeVirtual Energy Summitrs to political dignitaries.  The forum is being held completely online, eliminating the need to burn fuel to see it in person, and is free for anyone who wishes to sit in on the discussions.  All the speakers have fielded questions from the online audience, and the discussions have spurred quite a spirited debate in the chatroom provided at the site.  Already, we've heard from the likes of former U.S. Speaker of the House, Newt Gingrich and Kateri Callahan, President of the Alliance to Save Energy.  Tomorrow promises to be equally edifying, with U.S. Senator and former Democratic Presidential nominee, John Kerry, presenting as well as Howard Learner, Senior Energy and Environmental Advisor to the current Democratic Presidential nominee, Barack Obama.   

    Thanks to an invitation from the Climate Savers Computing Initiative (CSCI), our very own Rebecca Thorburn had the honor of presenting at the forum today as well.  Rebecca spoke about how Dell can help reveal your data center's true potential.  Most data centers are run inefficiently, and by using energy-efficient servers, virtualization, best practices and advanced cooling technologies, your current data center will run at it's full potential, effectively unlocking a whole new data center within the one you've already got with no increase in the amount of energy it uses. 

    As Rebecca noted, Dell's servers are known for their energy-efficiency.  The Poweredge Energy Smart line runs up to 25 percent more efficiently than standard servers, eliminating up to 1 ton of greenhouse emissions annually.  The Poweredge M-Series Blade Servers are up to 19 percent more energy efficient while delivering up to 25 percent better performance per watt than comparable HP servers; the M-series is 12 percent more efficient while delivering up to 29 percent better performance per watt than IBM servers.  One rack of these blade servers consumes up to 28,000 less kWhrs and produces up to 18 tons less CO2 annually than our competitors' systems.  Rebecca also spoke about the benefits of virtualization, which can vastly improve your data center's performance while also saving energy.

    During the Q&A session at the end of her presentation, Rebecca was asked about other energy-efficient systems Dell offers.  She spoke of our award-winning Optiplex and Latitude systems, as well as the array of Dell systems that meet CSCI's energy efficiency criteria.  Dell is proud to serve at the board level of this organization, and will continue to design and produce industry-leading energy-efficient solutions.

    The PowerPoint deck Rebecca used for the resentation is still available at the Virtual Energy Forum's page.  I highly recommend it.  You will have to register and log in.  Once you've done that, go to the tab that says "Resources Center."  Her deck will be saved there.       

  • Michael Dell Discussion with Reporters from APJ

    Earlier this week, Dell hosted a group of thirteen reporters who represented several countries in Asia for two days at Dell's campus in Round Rock, Texas. During their time here, these reporters met with several Dell executives to discuss Dell's 5 key growth areas in more detail. This event culminated in a group discussion with Michael Dell.I wanted to take some time to recap that discussion.

    Michael DellOne of the things Michael talked about was growth in Asia Pacific and Japan, but also other places outside the U.S. He made the point that Q1 was the first time in Dell's history that revenue from outside the United States surpassed revenue from the U.S. He also reiterated that global growth was led by Brazil, Russia, India and China where Dell saw a 73% year-over-year increase in terms of unit shipments. Dell grew 2x faster than the Lenovo in China and 6x HP in India. Because of that strong global growth outside the U.S., Michael said that we will continue to invest heavily in countries like China, India and other emerging markets to facilitate continued growth.

    Michael also said that retail in the global consumer space is a huge opportunity moving forward—Dell currently offers products in 13,000 retail locations. The channel is another big growth opportunity: Dell currently has about 16,000 channel partners and that business is currently at a $12B run rate. 

    When asked what type products from Dell would serve the next billion people coming online, Michael made the point that these new users don't think in terms of the type of the device they will use—instead, they think about connecting to the Internet. We're focused on developing products in emerging countries like the Dell 500 laptop for China and India and beyond and the upcoming mini laptop. He also said that more products coming in the second half of the year.

    When Michael was asked about the mobile phone space, he suggested that would be a better question for next year. Before then, Dell will focus on big growth opportunities like consumer and commercial laptop and desktop sales—both through retail and the channel. He also mentioned that there's opportunity for a range of smaller devices between 9-inch ones like the upcoming mini notebook, and smaller ones.

    From a technology perspective, Michael was asked about progress in input devices. The multitouch functionality that Windows 7 will bring is good for some activities, though it will enhance what we're already used to with keyboard and mouse, instead of replacing them. Same goes for voice recognition.

    And speaking of Windows 7, when asked if many corporate customers will wait for it before upgrading from Windows XP, Michael made the point that it's hard to say with certainty since there are lots of variables. Still, things like the recent availability of Vista SP1, the major progress that has been made with Vista driver compatibility and because Windows 7 will be based on the Vista driver framework, it seems like more companies will upgrade to Vista before Windows 7 comes out.

     Michael Dell and APJ Reporters

  • Dell Channel Blog Now Live

    Some of you have known this was coming. Today, we're rolling out the Dell Channel blog. Take a look at my introductory post for a bit more context of what to expect.

    You can access the Dell Channel Blog here: www.direct2dell.com/channel

    And if you want to check out content via the RSS feed, go here: http://direct2dell.com/channel/rss.aspx

  • Are You Really Green or Green with Envy?

    In thinking about Earth Day this week I was contemplating the opportunities that are out there for channel partners to go GREEN. Rarely have partners been able to effectively articulate a business strategy built around Green IT initiatives. A lot of channel providers talk about green, they want to be green, but at the end of the day, are they really more green than the rest of the IT industry?

    And yet there are so many opportunities to make this real. Look at what VMware did in 2007 by leveraging their virtualization products to reduce power and cooling consumption. VMware worked closely with Pacific Gas and Electric (PG&E) - who have already paid energy credits and refunds on 5 projects with another 60 pending - while at the same time executing on Green IT initiatives that saved companies about 7,000 kwH per server that they virtualized.

    And now Dell is in the news, Michael Dell was a keynote speaker at Fortune's Brainstorm: GREEN Summit where he was introduced as one of the most forward-thinking CEOs in the country when it comes to environmental issues. It was interesting to me as a fairly new employee at Dell (due to the EqualLogic acquisition) that there were so many Green IT initiatives underway. One of the new product introductions this year is the new Dell blade series that boasts a 28% improvement in energy efficiency and at the conference Michael Dell previewed the company’s smallest and most environmentally-responsible consumer desktop PC. Scheduled to be released later this year, the computer is approximately 81 percent smaller than a standard mini-tower desktop, uses 70 percent less energy and comes in recycled and recyclable packaging – talk about products that channel partners can leverage to begin building a real go to market strategy around Green IT. Add to that a strategy around server and storage virtualization and channel talk becomes channel action. Making it real. What else can we do?

    While traveling in the UK this past summer, I met a channel partner that has already made this strategy real for their clients. At the core of their business model was virtualization but they made sure their clients understood virtualization was a means to realize their vision for reducing client power and cooling costs. But they do not stop there, they are active in community green forums, they belong and contribute to the GreenGrid initiative and they actively market their green strategy. Wow, a partner really doing it and serving their customer’s IT needs at the same time.

    What is your company doing? How are you making it real? What are the other real efforts out there?

    I want to know.

  • Channel Partnerships Increase with Community

    Since Michael discussed our channel strategy with Ed Moltzen back in May, there have been lots of questions about how we work with partners. There have also been questions, concerns and general confusion about our PartnerDirect program.

    When our PartnerDirect program launched last December, some thought Dell underestimated the importance of maintaining channel relationships. Truth is that Dell is more committed to the channel than ever before. Lots of people here understand how important our partner relationships are now and will be in the future. In my role as the Channel Community Manager, I will work to facilitate discussions between our channel partners and the Dell teams.

    With that, I wanted to shed some light on several initiatives that I hope will help connect our partners to Dell's channel teams worldwide.

    • Our Channel Blog - Yesterday, Colin Steele reacted to news that we had plans to launch a channel blog soon, and I thought this would be a good time to tell you a little more about it. The blog will be a place where you can tell us what you think. I'll also aim to get partners to post on the Channel Blog from time to time. Ideally the new blog will further connect our small business and channel partner communities-something that both the VAR Guy and Josh Clifford called us out on.
    • PartnerDirect Forum -This discussion forum gives partners an opportunity to interact with each other, learn more about PartnerDirect and share ideas about improving the program.
    • External Conversations- Our team will talk with partners where those conversations are happening.

    I look forward to being a part of the channel team, and I'm excited about introducing your voices within the walls of Dell. More coming soon.

  • Dell Helps Large Business Customers Through Operating System Migration Services

    Today we unveiled a new service called Client Migration Solution. It's an integrated set of assessment, design, deployment and management services with tools that our service team tells me can reduce migration costs by up to 62 percent and desk-side time and labor by 88 percent. 

    This migration service is designed for organizations planning an operating system migration or hardware deployment of 2,500 systems or more. It simplifies the process by addressing common challenges such as network utilization, application compatibility and end-user downtime, all while minimizing costs.  As businesses evaluate their need to migrate to Vista, Dell can help them address their migration needs and procedures. 

    We based these services on our extensive experience managing millions of customer deployments around the globe. Client Migration Solution helps customers better understand their existing client environment by determining hardware and application compatibility, then seamlessly planning, deploying and managing migrated systems. 

    The solution leverages new patent-pending Dell Automated Deployment technologies that speed the deployment process, reduce post-migration support calls, reduce risk, and eliminate network traffic normally associated with deployments. 

    After the migration is complete, Dell provides customers with the tools and expertise needed to better manage ongoing technology refreshes and instruction to ensure support staff and end-users are properly trained.     

    The Client Migration Solution is available now to customers in the United States, Europe and Canada. as well as Dell Registered Partners. Pricing depends on customer needs and their specific client environment. These services are also available on a limited basis in Latin America and will be available to Asia-Pacific/Japan customers later this year.

    Update: I was incorrect in saying that the Client Migration Solution is available to Dell Registered Partners. My apologies for that.

  • Dell @ HP Americas Partner Conference

    This month, Dell launches its new "Partners Wanted" advertising campaign. HP partners got a sneak peek at the ad campaign at the HP Americas Partner Conference in Las Vegas this past week, where we distributed samples of the Dell ad to approximately 800 HP partners attending the conference.  Only the highly-efficient and professional Caesar's Palace security staff prevented our team from reaching all 1,100 HP partners in attendance.

    Based on the feedback from our partners, we know that features such as Deal Registration, pricing, certification paths, EqualLogic storage and no messy rebates are what has brought us tens of thousands of channel partners to-date.  We expect those same PartnerDirect features may appeal to HP partners who got the message in Las Vegas last week.

    This is playing to win and we will continue to find innovative ways to go on the offense.  We're interested in any ideas you may have.  Send them on!

  • White is the New Black

    I was told that "white is the new black" by a friend of mine in Munich who designs children's clothes.  But, traveling through London, Stockholm, and Copenhagen over the last 3 days, all I saw were shades of black. Men in black, women in black, cars in black, furniture in black - everything in black, except children who wear anything. I'm thinking a fashion transition from black to white could be a challenge.

    In Denmark, we met with the trade press there at a sparkling new Dell facility located in the midst of a modern, all-inclusive, "resi-dustrial" community that is planned to extend from the old Copenhagen downtown to the airport. It's a grand urban vision where schools, homes and industry coexist in harmony. There was a terrific energy there and it was one of the coolest office spaces I've seen.

    Our first meeting was almost completely focused on the channel impact of Dell's acquisition of EqualLogic. The journalists from MediaProvider expressed skepticism about Dell's ability to transition their direct sales model to also include a successful channel in Denmark and they wanted to know how EqualLogic's short experience there was going to make a difference.  We shared a story about one of our largest customers in Denmark, SDC Udvikling, a financial services company supporting over 170 banks in Scandinavia with 300 TB of banking services data on Dell EqualLogic storage.  One of our largest customers since 2004, we've seen a steady stream of orders for PS Series arrays ever since. Our Danish channel partners will realize the same level of customer satisfaction and repeat purchase rates that we have established all over the world.

    A successful channel business is worth the investment of both parties. We offer product training, sales training, marketing programs and an opportunity to sell some of the hottest IT solutions to a huge customer base. Our partners will invest in demo equipment, attend training sessions, and promote the company through a host of demand generation programs available.

    Our second meeting was with a journalist from Altom Data. We took him through our product and technology overview which covered some of the advanced features of our SAN.  Wanting to understand the technology in more depth, we explained how the PS Series would scale from 2TB to nearly 200TB and how that would allow Dell and its channel partners to sell to customers of all market segments. We went on to discuss the product's virtualization architecture and how that enabled the evolution of thin provisioning and tiered storage. He seemed very impressed.  There is a keen awareness of Green Computing in Europe. Thin provisioning and tiered storage are two key technologies for making storage green.

    There's a lot of hard work ahead as we forge a transition from purely direct sales to include channel partners. It's all made much easier by having such a strong product and technology that makes a real difference. 

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