Customizing customer service
(May 2003)
How do we service both large and small enterprise customers across multiple languages and
diverse cultures in Europe, the Middle East, and Africa (EMEA)? We treat each customer individually
and understand each customer's business.
Customer service is what the customer says it is
In today's economic climate, demonstrated value, total cost of ownership (TCO), and return on investment
(ROI) are critical. At Dell, we're only one click or phone call away from providing products and solutions to meet customer needs through our direct model.
We also are able to tailor products to customers' individual requirements, and when customers call
for service and support, we immediately know their configurations and systems. This level of familiarity
ensures that our customers' businesses keep running smoothly. Most important, we are able to provide the latest technology and pass along cost savings to our customers in real time.
Dell meets customers' diverse cultural needs
Dell has been operating in EMEA for more than 15 years, so we understand the different languages and ways of doing business. We also have adapted the direct model in each country to meet cultural,
country, and language specifications.
For global organizations or businesses with operations throughout EMEA, we provide a wide range
of standardized enterprise solutions that allow businesses to network and operate easily and efficiently.
We customize our products to deliver the value, service, and quality that each diverse market demands. Furthermore, our supply-chain efficiency and expertise allow us to track orders at each step of the production line and deliver the right products within a matter of days, not weeks.
Ask and you shall receive
We have listened to our customers' issues, and are constantly developing the enterprise products
that they require to support their long-term business strategies.
Dell is leading the way by providing reliable and robust products at affordable prices. Our high-performance computing clusters offer 100 percent of the supercomputing performance at a fraction of
the cost. In EMEA, academic, telecommunications, and automotive companies—including Oxford
University in the UK, Fiat Research in Italy, and MTU Aerospace in Germany—are already reaping
the price and performance benefits.
Through partnerships, we deliver custom-made storage solutions including tape backup, network attached
storage, and storage area network technology. We also recently extended our products by offering network
switches, which have proved a much-needed tool in furthering our enterprise capabilities.
In addition, Dell provides systems management tools to further enhance the network and automate
time-consuming tasks, and our service offerings help customers save resources, increase productivity,
and improve TCO.
To help our customers drive their businesses now and in the future, we have created enterprise solutions to meet their individual business-critical needs by providing standardized, robust products using the direct model.
Dr. Walid Moneimne is a vice president of Dell Enterprise EMEA.
