Underlining its commitment to the region, Dell has launched an array of services for business customers and consumers in the region at a press conference held at the Fairmont Hotel in Dubai, yesterday.
“Dell listens to its customers and provides them with products and services that they request and value,” said Michael Collins, General Manager for Dell Middle East, “We are confident that our Middle East customers will be delighted with our new services. They bring Dell’s world wide expertise, standardisation and efficiency to the Middle East. Our Partners have been part of the planning and are excited by the new opportunities and improved service levels that we as a team will be able to deliver”.
The new investment will see Dell enhance spares availability by managing the spare parts and logistics via a new central regional distribution hub in Jebel Ali linked to the Dell logistical support network in Europe for the supply of spare parts in the region. This will support base warranty requirements for commercial and consumer products and is key to the launch of the Dell branded services.
The introduction of Dell’s next generation of Enterprise Services offer a suite of logistical infrastructure support and maintenance services that are aligned with expanding customers’ needs in their business critical environments. These services enable the sustaining of high-performance operations through certified, experienced support technicians and award-winning services and support.
The new Dell Services are built around their Enterprise Command Centers (ECCs), Service Innovation Lab, Services Specialist Network, and Dell’s world wide Service Engagement Methodology. With these proven and effective components, Dell brings global operational excellence to each of its support service levels in the UAE. For its Platinum Plus and Gold service clients, Dell provides a 4-hour onsite rapid response time, plus fast resolution for software troubleshooting and proactive hardware support.
Using Dell’s Technical Account Management team, Platinum Plus customers are offered escalation management and a proactive approach that help to eliminate problems before they arise. This method offers a fast and accurate problem resolution from Dell’s proven escalation management tools and techniques, and tap into the intense expertise of Dell’s industry-certified specialist network.
Platinum Plus customers are allocated a designated Technical Account Manager (TAM) where they benefit from a single point of contact for seamless execution, and flexible access to a suite of support options that match their uptime needs.
Dell’s Enterprise Command Centres are located in the United States, China, Ireland, Japan and Malaysia, and support customers with high-performance teams who continuously monitor and coordinate support operations utilizing automated delivery tools and dispatching from more than 450 spare parts depot centres.
These state-of-the-art facilities enable rapid problem solution, efficient routing of spare parts and quick dispatch of expert Dell certified technicians to location, and help meet critical IT support needs for Platinum Plus and Gold enterprise support. Platinum Plus and Gold support services are backed with innovative best-practice resources and have priority access to Dell’s Enterprise Expert Centre Specialists.
Dell’s Client Support Services provide customers with robust, flexible support for their notebook and desktop systems whether Next Business Day On-Site (NBD) or Return to Depot (RTD) Services. Dell offers comprehensive free online support at http://support.euro.dell.com where most support questions can be answered through on-line problem-diagnostic tools. However, if the problem cannot be resolved using the online support, customers can contact Dell’s technical support, during work hours, for assistance. The telephone support is a fast and efficient way for Dell to assess any technical difficulty and determine the best way to resolve it.
For additional information about Dell in the Middle East, visit www.dell.com/me.
About Dell
Dell Inc. (NASDAQ: DELL) listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell sells more systems globally than any computer company, placing it No. 25 on the Fortune 500. For more information, visit www.dell.com. To get Dell news direct, visit www.dell.com/RSS.
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