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(EMAILWIRE.COM, February 28, 2008 ) HONG KONG – Breaking the mold of traditional, one-size-fits-all, services offerings, Dell today launched Dell ProSupport (www.dell.com/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.
For the first time, Dell customers can customize and tailor services to fit their technical expertise. DellÂ’s ProSupport offerings fulfill the specific needs of customers without charging extra costs.
“Our customers 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 Kenny Liao, General Manager of Solutions and Services, Dell Greater China. “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 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.
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 (Based on an August 2007 internal study of Dell customers upgrading to Platinum Plus Enterprise Support. Select features of Platinum Plus are available in the Dell ProSupport Enterprise-Wide Contract.) and critical downtime by as much as
48 percent
(Based on an August 2007 internal study of Severity 1 resolution time for Dell customers upgrading to Platinum Plus Enterprise Support. Select features of Platinum Plus are now available in the Dell ProSupport Mission Critical Option). 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.”
Dell ProSupport is available immediately to corporate, small- and medium-size businesses and public organizations.
About Dell
Dell Inc. (NASDAQ: DELL) listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell is a leading global systems and services company and No. 34 on the Fortune 500. For more information, visit www.dell.com, or to communicate directly with Dell via a variety of online channels, go to www.dell.com/conversations. To get Dell news direct, visit www.dell.com/RSS.
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Media Contacts:
Mark Leeper
EBA Communications
(852) 2537 8022
mark.leeper@ebacomms.com
Carla ChanEBA Communications
(852) 2537 8022
carla.chan@ebacomms.com
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This press release was issued through GroupWeb EmailWire.com. For more information on press release distribution, go to http://www.emailwire.com .
Dell Inc
Carla Chan
(852) 2537 8022
carla.chan@ebacomms.com 
Source: EmailWire.com
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