Dell Named a Leader in the 2013 End User Outsourcing Magic Quadrant, North America
- Dell supports End User Outsourcing (EUO) across industries with standard desktop applications
- Also supports vertical-specific management applications for healthcare and banking, financial services and insurance industries
Dell Services has been positioned by Gartner, Inc. in the “Leaders” quadrant of the Magic Quadrant for End-User Outsourcing Services, North America[i]. This report is designed to help customers evaluate service providers and is based on analyst research and customer feedback.
Dell manages 9.5 million calls each year through its 12 service desk centers for North American clients and eight additional service desks for global clients. Dell supports an estimated 2.2 million North American end users and 218,000 client mobile devices. Dell’s offerings range from a complete desktop-as-a-service solution to build-your-own and a custom virtual desktop approach. Dell has successfully worked to integrate acquired technology from companies like Wyse into its offerings and implemented plans to drive call counts down with increased use of chat, web portals and social media.
Dell has emphasized customer satisfaction and effective service delivery with quarterly measurements of client loyalty. Client references indicate that the Dell team is highly responsive and, based on its legacy PC capabilities, had a complete understanding of the hardware and related PC images used in EUO services.
“We have implemented measurements and processes to ensure that we are delivering excellent services to our customers, and we make those measurements a core focus each and every quarter,” said Kevin Jones, chief customer and sales officer, Dell Services. “We believe being positioned in the Leaders quadrant is a testament to the expertise and professionalism of our Dell Services team members.”
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[i] Gartner “Magic Quadrant for End-User Outsourcing Services, North America” by David Edward Ackerman, William Maurer, Bryan Britz; September 26, 2013.