Dell Breaks the Mold of Traditional Support

Breaking the mold of traditional, one size fits all, services offerings, Dell today launched Dell ProSupport, a globally consistent, customer-driven support offering that spans Dell’s commercial product and solutions portfolios. Dell has distilled more than 10 service offerings down to two customizable packages with flexible options for service level and proactive management.

• Innovations Enable Customers To Tailor Services to Fit Their Business
• Globally Consistent Offering Advances Service Quality and Simplifies IT

For the first time, Dell customers can customize and tailor services to fit their technical expertise. Competitive portfolios are unnecessarily complicated and force customers to select from a generic set of options that are less easily adaptable. Dell’s ProSupport offerings are available through the channel and address the specific needs of channel partners and their customers.

“Our customers and partners asked us to break the mold of 'one size fits all' reactive support to help them meet the needs of increasingly diverse, global, and mission critical IT operations,” said Steve Schuckenbrock, president, Global Services, and CIO, Dell. “Dell listened and acted. ProSupport delivers important new features and capabilities that make it easier to get the right support package at the right time in the right way. ProSupport is an important step forward in enabling our customers and partners to tap into a world-class service delivery capability that end-users need—and toward Dell’s broader vision to simplify IT.”

ProSupport offerings include:

• ProSupport for IT, an offering designed for technical experts, includes 24/7 support options such as Fast-Track Dispatch, a service that speeds resolution for certified IT professionals by quickly dispatching parts and Dell technicians to their location.

For organizations without a dedicated IT department, such as some small- to medium-sized businesses:

• ProSupport for End-Users includes how-to software and collaborative support for common applications and tasks such as Microsoft Windows Small Business Server, Intuit QuickBooks and wireless access configuration. Additionally, direct access to certified technicians in the Dell Expert Center help customers focus on their business, not their IT.

“ProSupport shows that Dell has responded to its customers’ feedback," said Matt Healey, research manager, Hardware Support Services, IDC. “This portfolio gives customers the flexibility to select the right support package for their level of technical expertise and the needs of their organization. I believe this is a positive step for Dell and its customers.”

ProSupport goes beyond reactive problem resolution and hardware support to include proactive management. With the right options, customers can reduce technical incidents by as much as 37 percent and critical downtime by as much as 48 percent. As organizations increasingly rely upon standards-based equipment to empower people and processes, Dell ProSupport also delivers new levels of quality and choice by offering modular options and recommended solutions to address daily IT challenges. Options for mission critical data centers, mobile/remote sales teams and virtualized environments provide proactive support while helping to simplify everyday operations.

“We have been extremely satisfied with the level of support Dell has delivered over the years, and we’re very excited about the flexibility and additional functionality ProSupport offers,” said Tim Maliyil, president of Data Guard Systems. “The best technology experience is when we don’t have to deal with technical support at all. The proactive features of ProSupport get us much closer to that ideal state.”