Over
the past year, many of our business customers have shared candid feedback
through our support specialists and in places like IdeaStorm and Direct2Dell
about Dell's technical support solutions.
You tell us what we're doing well, and in many cases, what we need to
change. I'm here to tell you that we're
listening, and we're finding ways to act.
You've
given us many ideas, and we're taking time to consider all of them. Here are three suggestions that you've made
loud and clear:
- Simplify the purchase
process. IdeaStorm user beefman and many others have told us to simplify the purchase process for
Dell products and support solutions.
Beefman described the current "multilayered, multitiered pricing
structure" as "immensely confusing today" and urged Dell to "simplify!"
- Skip the scripts and
treat IT professionals as the professionals they are. IdeaStorm user hipowerone and many others have asked Dell to differentiate between IT professionals and
end users calling for technical support. They've asked that Dell "get rid of the
scripts" and mandatory troubleshooting for IT pros who call with a clear
understanding of their problem – thus, saving time on the phone and helping to
resolve the problem faster.
- Make support services
consistent globally. IdeaStorm user xaerts, an IT manager for the European region of a
multinational company, expressed the challenges associated with managing the IT
needs of 15 different offices. He
suggested that Dell organize a more streamlined, global service and
solutions offering.
We've
heard you, and have made significant progress in giving you what you've asked
for. Next week, Dell Global Services
will share more details on upcoming enhancements to our service offerings for
business customers of all sizes.
Thanks
for your feedback… more to come soon.