Lately, Dell has lost its market share due to other computers, i.e. HP and Gateway, coming out with the same specs at cheaper costs.  Dell doesn’t want to lose on its quality, so it decided to gain by building up its technical services.  Dell first tried to resolve the issue of long waits on the phone during a service call.  When a Dell user calls Dell for technical support, it is typical to be routed to 3-4 different people prior to resolving the inquiry.  Dell has resolved this issue by providing Pro Support for IT and Pro Support for End Users.  This allows either an IT technician or regular user to be routed to the correct rep during the first call.  Those who currently have Gold Support will automatically receive this support.  Others may pay an upgrade fee for this quick support.

Dell is now also providing a storage service.  Instead of purchasing a backup hard drive or tape storage for servers, you may purchase Dell’s SAN (Storage Area Network) which provides storage space via iSCSI - a method through ethernet and TCP/IP or in other words over the Internet.  This comes in handy if you have terabytes of storage.  However, your Internet should be running on a fiber connection for fast speeds.

Overall, Dell is turning to faster service and more offerings to compete with others for the PC industry.  It is a smart move since it will further increase its service quality and separate it from the rest.

This entry was posted on Friday, July 25th, 2008 at 5:22 pm and is filed under News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.