Support Tools surprise and delight at Dell World

Though I have been a Dell employee for three years, this year was my first year to attend Dell World. My team, Global Support & Deployment (GSD), had a kiosk in the Data Center area of the Solutions Showcase where we demonstrated our menu of Support Tools—SupportAssist, TechDirect and Support APIs—and how they contribute to the optimization of the IT lifecycle.

Foodie’s delight

 The three-day-event that draws thousands of Dell customers to the Capital City featured many things one expects from a large corporate event such as key note speeches, product expo booths, educational sessions, hands-on labs and after-hours social events. However, I was surprised and delighted by what a foodie’s paradise the event turned out to be. Attendees were treated to uniquely thoughtful bites including a Frito pie bar made up of five-feet-tall chimeneas with bags of chips in their fireboxes and vibrantly painted ceramic pots full of warm chili. Some of the event’s promotional giveaways were tasty surprises as well. Attendees ate IT-themed artisan chocolates offered in the form of s’mores while consuming the latest updates in Cloud, Big Data, Mobility and Security.  

Upon entering Tuesday’s opening event I felt like E.B White’s character Templeton from the book Charlotte’s Web when he visited the county fair. There were 12 food trucks sprinkled throughout the Austin Convention Center offering a smorgasbord of epicurean delights. I sunk my teeth into The Salt Lick’s legendary barbeque. The brisket sandwich was dripping in smoky Live Oak flavor and was accompanied by vinegar potato salad. My night was made complete with Little Lucy’s mini donuts, fresh out of the fryer and coated in cinnamon sugar. Among the last served that night, the little pink bag of donuts felt very special in my hand, though it did not stay there long!


SupportAssist technology entices

 The highlight of my Wednesday evening was the Global Support & Deployment Customer Experience at Textile where our VIP customers had an opportunity to meet Austin celebrity chef Paul Qui, Top Chef season 9 winner and East Side King co-owner. He and Dell customer Whole Foods catered the event. We nibbled green apple slices on sticks with caramel and Fritos (again!) atop while discussing how to streamline IT infrastructure support. This unusual salty/sweet combo surprised and delighted party goers.

I saw a similar expression of surprising delight on customers’ faces as we discussed how their support experiences can become automated with SupportAssist. Eyebrows excitedly went up as I shared how this tool reduces time to resolution by automatically alerting them and Dell Tech Support when an issue arises, thereby minimizing downtime and effort. Furthermore, the online support portal TechDirect allows self-dispatch of replacement parts making the end-to-end IT support experience easier.


Until next year

It was wonderful to spend time with customers at my first Dell World, which turned out to be all that and a bag of Frito chips. Here’s hoping next year is equally delightful.

Keep up with Global Support & Deployment throughout the year on Twitter @DellProSupport.

About the Author: Cassie Moran