Dell To Introduce Two New Support Services
Dell is revamping its support-services offering as the company continues to battle shrinking growth in PC and server sales.
The overhaul will see the introduction of two services, Dell ProSupport for IT and ProSupport for End-Users, aimed at improving local support for enterprise customers by improving turnaround times and offering the ability to fast-track requests.
With ProSupport for IT, for example, IT personnel at customer sites will be able to directly access the relevant support staff rather than pick their way through Dell’s support escalation process. Non-IT end users, meanwhile, will be able to access application and configuration assistance for their machines.
Dell would not clarify the number of people it has employed for the revamped service. Brian Goff, Dell Australia’s enterprise technical manager, said only that there are “more staff than last year,” citing the company’s upcoming profit report on February 28 as a reason for holding back the details. The company is currently recruiting technical staff to fill vacant roles.
