Dell Global Support & Deployment: The entrepreneurial spirit

At Dell World 2013 last week, there was a tremendous focus on the entrepreneurial spirit and how technology can change the world. (Catch up on what you missed with recordings at the Dell World: Live Online site.) I overheard a comment that this was “the best Dell World yet” and I have to agree. From the spectacular Camp Freddy concert featuring rock legends like Billy Idol to the arrival of Elon Musk in a red Tesla to the opening keynote and the closing discussion with fascinating start-up stories, one thing was clear—Michael Dell is serious about ensuring that the entrepreneurial spirit flourishes throughout our company and continuing to innovate.

Dell’s unlikely beginnings in 1984 from a University of Texas dorm room all the way to a multinational, full-service high tech solution provider is well-known in our industry. Clearly, Michael had a comprehensive vision of how to take care of our customers, and that vision included world-class support. It was in 1985 that Dell launched next-day, at-home product support for personal computers (PCs). From that small offering for PCs, grew a sophisticated and effective enterprise model for lifecycle services including configuration, logistics, deployment, support, asset resale and recycling, and custom services.

The support services business continued to grow and in 1989, we took our first European support call, expanding to countries such as Japan, Austria and New Zealand four years later. In 2003, we opened the first of five Global Command Centers so we could proactively monitor parts and service delivery around the world as well as provide proactive planning and crisis management for critical situations (currently servicing 167 countries). I now sit in a building in Round Rock with a Global Command Center where ProSupport Engineers work 24 x 7 x 365 and Technical Account Managers (TAMs) for ProSupport Plus and ProSupport Flex customers are passionate about understanding our customer’s environments and providing personalized recommendations that help ensure problems are either avoided or resolved quickly.

Technology is evolving fast and we understand that introducing new solutions into your environment while maintaining existing infrastructure and budgets has become a common challenge. We are constantly studying the industry landscape and how it impacts you so we can provide differentiated services to help you accelerate innovation. Our service offers run the gamut from individual consumer services to enterprise-level solutions for Fortune 100 companies.

Our team is focused on understanding your needs, whether you are a small entrepreneur or an IT professional running a mission-critical data center for a large company. As we continue to develop tools like SupportAssist and technologies that reflect the philosophy that “Prevention is the best support,” we strive to give you the freedom to concentrate on what matters most—achieving your business goals and maintaining work-life balance. Check out our services at, join the conversation on our @DellProSupport Twitter account, post a comment below, or reach out to your Dell Sales Representative. Hope to see you at Dell World 2014!

About the Author: Sarah Cook