Supporting vSphere Launch with Customer Support Leadership

As VMware rolled out its major vSphere launch this week, it’s important for us to show our alignment in how we help customers build, deploy and manage joint EMC-VMware solutions. Integral to this alignment is how EMC drives the highest levels of VMware-related service excellence – particularly from a customer support perspective. While I personally feel that EMC delivers the strongest support in the industry – period, the strength of our customer support leadership becomes even more apparent when we are working with customers who leverage VMware in their environment  (whether or not they have all EMC products or a mix of other vendor gear). My opinion aside, as I said in my previous blog post, hearing this from customers, partners and industry influencers is what matters most.

There are many facets to what makes our customer support leadership tangible when it comes to providing the best support for VMware environments. I will quickly touch on those that I view as most relevant. First, simply put, we support more virtualized environments than any other vendor. This is a result of customers recognizing EMC as the best solution. Backing this up, Wikibon published research results last month highlighting that 53% of participants said EMC had the best VMware solution. This is more than all other vendors combined and a true sign that our synergies with VMware resonate with customers. Second is that EMC offers the highest degree of integration with 75-plus integration points between EMC products and VMware. (Read more about this in our press release.)

While it’s important that we have comprehensive integration and a high number of deployments, this must be backed by top-shelf service.  Working with TechValidate to poll over 120 customers, we found that nine out of ten IT organizations prefer EMC Customer Support for their virtualized environment over other storage vendors.  Key is that this data is customer driven – which is a huge priority for us as we manage our support initiatives by key metrics.

Why do they prefer EMC customer support? Among our core competencies and processes, there are two worth calling out as it relates to our support for VMware environments.

  • Broad and deep expertise in virtualized environments, emphasized by the fact that EMC solutions span storage, backup, security, network and beyond.  Fast issue resolution requires having the right people with the right expertise and we have and thousands of VMware certified professionals.
  • Continued heavy investment in service capabilities. A key example is our ground-breaking work to offer the first B2B CRM solution to assist customers with faster issue resolution.

Since VMware and virtualization play a catalyst in driving cloud deployments, it’s important for potential customers and partners to understand the importance VMware plays in our customers’ day to day lives and operations.

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.