Over the last year, Dell has really expanded its enterprise focused service programs globally. It might be helpful to identify the programs to see the truly expansive services options with Dell.
Dell’s latest services programs:
Launched this Spring 2008, 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.
A program embracing the reseller Channel, also provides service support for in warranty clients, as well as robust IT consulting and Dell product sales via the Channel partners – now 30,000 big in EMEA, APJ and US after just one year.
In addition to these new offerings, there have been some great service options through Dell for years, including Warranty Parts Direct (WPD) "This flexible service program supports Dell customers who use a Help Desk for service dispatch, provide Self Maintenance or for Dell customers who want to appoint a service provider to maintain their Dell branded hardware."
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?
Two weeks ago, Dell rolled out the Service Partner Program (SPP), targeting independent service providers who may or may not have an existing relationship with Dell. The plan for the program developed after much homework and surveying of independent service providers who told us their biggest concerns – 1) getting a part fast – and, 2) getting a part at a reasonable price.
So, we improved on both these counts. Now, technicians can order parts up until 7 p.m. CST with the option for Next-Business-Day delivery upon request. We also analyzed our pricing on parts to discover that Dell is largely in-line with best industry pricing. It’s time we go out and tell the IT world about our improvements and successes.
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 everyday.
Pro Support, Partner Direct, WPD and the Service Partner Program can bolster Dell to regain mind-share among the small and large service providers – the technical evangelists who influence their clients’ purchasing decisions everyday.