Global Services Tech Talk: Thinking Differently About Support – How to Use MyService360 to Unlock the Wonders of Big Data

At EMC, we want to enable our customers to unlock the wonders of big data and provide them with a modern customer service experience. MyService360™ does just that…it revolutionizes the product and service experience to unlock the MOST value for our customers. MyService360™ is a one-stop shop for personalized, actionable insights about our customer’s service and support environments.

This video provides insight on MyService360™, our new service-centric online dashboard that gives you deep visibility into the health and wellness of your EMC environment. It’s a new feature of EMC Online Support that provides visually compelling and intuitive ways to get personalized views of your global environments and service experience, powered by the EMC Data Lake™.

We will take you through this new online capability, and discuss key benefits and capabilities such as Install Base overview, analysis of code levels, as well as the ability to see where your service requests are awaiting your action.

If you’d like to learn more about MyService360™, check out our service overview or let us know via the comment section on below. We look forward to your comments as well as your ideas on how we can continue to best serve you.

You may also be interested in ‘Unlock Customer Intimacy Through Big Data‘ and ‘5 Features of a Modern Service Experience

About the Author: Mary Cay Kosten

Mary Cay leads a team of 1400 professionals that provide operational support to the Dell Technologies Services organization. Her team is responsible for driving operational excellence and implementing innovations across Dell Technologies Services. This includes areas such as eServices & Knowledge Management, Program and Change Management, Business Services, Remote Support Contact Center Operations, Command Center, Process Engineering and Data Sciences, Data Enablement and Analytics, and the Global Centers of Excellence. Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining Dell EMC, she was Vice President of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun Microsystems’ support services. Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for "An Outstanding Customer Service Experience," the Technology Services Industry Association (TSIA) Award for Excellence in Service Operations, and Sun was inducted into the STAR Awards Hall of Fame. Kosten is a 2008 recipient of the Denver Business Journal's Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the Advisory Board for TSIA’s Field Services discipline. She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.