1 / 24

Enhancing the Customer Experience in an Internet World

Learn how Dell Computer Corporation leverages the internet to enhance the customer experience, with customized webpages, e-support, supply chain management, and more.

edwini
Download Presentation

Enhancing the Customer Experience in an Internet World

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Enhancing the Customer Experience in an Internet World Bill Peterson Director, Services Strategy and Marketing Dell Computer Corporation

  2. www.dell.com/premier • 40,000+ customized premier pages • 70% of customers use web to check order status E-support • valuechain.dell.com • Supply Chain Management • 5.1 days of inventory • inside.dell.com • All internal functions • 500,000+ pages • www.dell.com • E-commerce • $50 Million/day (www.dell.com) • 50% Revenue is Online Leveraging the Internet Throughout Dell Company Suppliers Customers B2E B2B B2B / B2C B2B Internal Processes

  3. Dell Services Facts • 75% of DELL desktop incidents resolved remotely; over 90% for servers • Overall delivery performance of 90+% * • Fastest-growing hardware services company in the world • Consistent Winner of Customer Satisfaction Awards • 34 million computers under warranty • 30 million support requests annually • Over 6,000 global service professionals worldwide • Remote and on-site service in 170 Countries • Access to over 50,000 field technicians globally * Dell comparison to Dataquest’s June 1998 Benchmarking Hardware Service Operations

  4. Nine-time winner: Readers’ Choice for Service and Reliability Reader’s Survey award for “Best PC Reliability and Service” – 1994-1999 Customer Satisfaction Leader (9 consecutive quarters) 10 Best Support Sites – 1999, 2000 Dell’s Traditional Support Model • 7x24 800-number lifetime support Customer Dell Technical Support

  5. Server or PC Support.dell.com Support.dell.com Customer Dell Technical Support Per day: • 63,000 unique user visits • 26,000 questions to Ask Dudley • Over 35,000 order status checks • Over 32,000 files downloaded

  6. Support.dell.com DiagnosticsActive Content Resolution Assistant Dell E-support with Resolution Assistant Server or PC Customer Dell Technical Support

  7. Resolution Assistant User Interface

  8. Resolution Assistant Help Desk Interface

  9. DellSupport Model Incident Dell Technical Support 9 to 25%* >75 - 91% resolved Dell with Resolution Assistant Incident Dell Technical Support with Resolution Assistant Dell Computer with Resolution Assistant < 5% >95% resolved Impact of E-support on Customer Downtime DispatchRate Typical HardwareManufacturer Incident Vendor Technical Support or Dispatch 66 to73%* 27 - 34% resolved *Source: Gartner Group, 1/00

  10. Top 10 Incidents Handled with Resolution Assistant • Phone-Based Contacts: • Internet setup/usage • Software • Modem • Printer • Monitor/video • CD/DVD • Sound • Motherboard • Hard Drive • Keyboard • Resolution Assistant Contacts: • Internet setup/usage • Software • Printer • CD/DVD • Lockup • Sound • Monitor/video • Superdisk • Keyboard • Mouse

  11. Customer Preference for Resolution Assistant ContactMethod ResolutionAssistant Telephone E-mail Contact Number

  12. Dell Resolution Assistant Benefits To Date • Benefits to Customer: • Time savings: • No telephone hold times • No time spent on the phone in lengthy diagnosis • Greatly reduced incidence of dispatches • Benefits to Dell: • Higher customer satisfaction • Reduced dispatches & warranty cost • Reduced “no fault found” part replacements • Higher technical support rep job satisfaction & lower turnover Lower Support Cost

  13. Opportunity Leverage Dell’s proven technology and expertise for internal E-support solution: • Reduce help desk expense • Improve user uptime and satisfaction E-support Opportunities for Corporate Users • Most corporate customers maintain internal help desks and incur significant cost • Increasing numbers of applications to support: • Some customers utilize 600+ desktops apps • Many custom apps with no centralized knowledge base • Increased use of the web: • Network/connectivity issues • Downloads create conflicts and configuration issues • Increased strategic role of IT diminishes resources available for user support • Decreasing talent pool and retention issues

  14. Level 1 Support Help Desk Level 2 Support Deskside Visit $15per contact $100per contact Cost perIncident 80%resolved 20% resolved $32 The Potential of E-support for Businesses Reduce Help Desk Expense: 1-3 calls per user per month Typical Support Model Incident $768 Annual support cost per user Source: Meta Group; Dell estimates

  15. Diagnosis/Fix  Hold Time Triage Diagnosis On-site Repair The Potential of E-support for Businesses Improve End User Uptime and Satisfaction: Time RemoteResolution(80%) Hold Time Triage DesksideVisit(20%) Dispatch

  16. Support.dell.com Customer Help Desk Dell E-support with Tiered Resolution Assistant Server or PC DiagnosticsActive Content Customer Dell Technical Support Resolution Assistant

  17. Level 0 Support End User Self Help $0(no contact) Incident With Resolution Assistant 0 - 10%resolved 80 - 90%resolved 10% resolved $21 Potential Customer Savings with Resolution Assistant Level 1 Support Help Desk Level 2 Support Deskside Visit $15per contact $100per contact Cost perIncident Typical Support Model Incident 80%resolved 20% resolved $32 Potential Annual Savings: $264 per user Source: Meta Group; Dell estimates

  18. RemoteDiagnosis/Fix  RemoteDiagnosis Dispatch On-site Repair Impact on the End User Improved Uptime and Satisfaction: Time  RemoteResolution(80%) Hold Time Triage Diagnosis/Fix Current  DesksideVisit(20%) Hold Time Triage Diagnosis Dispatch On-site Repair RemoteResolution(90%) With E-support DesksideVisit(10%)

  19. Dell Tech DellBackend Escalation HostedBackend Outsource • Assisted Service: • Telemetry • Chat Tech • Apply active content • Rollback Tiering E-Support Solution Concepts Small/Medium Help Desk: User 1 User 2 Self-Service User 3 User n Tech 1 Tech n

  20. Dell Tech DellBackend Escalation Backend Outsource Tech Tiering E-Support Solution Concepts Large Help Desk: User 1 User 2 Self-Service User 3 User n Tech 1 Tech n • Additional capabilities: • Content authoring capability • Integration with call management system • Multi-vendor capable

  21. Dell’s E-support Outlook • Near-term: • “Tiered” E-support solution: • Pilot: 4Q • Rollout: 1Q • By the end of 2001: • 80% web-based customer support • 95% remote resolution rate

  22. Dell’s E-support Outlook • Longer-term: • Standards-based E-support to allow customers to collaborate or outsource to a tight-knit service community • Integration of supplemental tools (e.g. password reset) • Diagnosis and resolution capabilities updated real-time to reflect the experience of all customers • All “soft” problems resolved remotely, the first time • Increased viability and acceptance of self-service • Automated problem detection and correction • 25-50% reduced resolution time • Potential $500 million to be saved annually by Dell customers using Resolution Assistant

  23. Leverage what’s out there today! e.g. support.dell.com Understand your support requirements and associated costs (they are more than you think!) Consider piloting E-support technology in one or more areas of your company Look for comprehensive solutions, not point solutions, to your support requirements Conclusions

  24. Thank You

More Related