Improving Our OEM Customer Experience with Specialized Support

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Because we recognize the unique needs of Original Equipment Manufacturers (OEMs), I’m proud to let you know that Dell’s Designated OEM Queue is now available for our OEM customers. This optional technical support queue capability is available at no additional cost for Dell ProSupport or ProSupport for OEM customers with tags residing in the Americas region.

It helps us further simplify support and service of Dell OEM customer solutions, and includes a designated phone queue staffed with senior-level agents trained in the unique requirements of OEMs.

“Our customers share a common challenge: spending too much time and resources on computer hardware and related operational issues throughout the value chain,” says Joyce Mullen, vice president and general manager, Dell OEM Solutions. “The addition of the designated phone queue demonstrates our continued commitment to serving our customers and their end users. We have listened to our customers and are delivering the flexibility and service and support to help them grow their businesses every step of the way.”

Our customers are already quickly expanding their own teams with Dell experts and eliminating resources and time spent on troubleshooting issues. They now have dedicated Dell OEM agents available 24x7x365 for tags throughout the entire Americas region. Expansion plans are currently underway to provide this specialized support in the EMEA and APJ regions as well.

OEM Customers with ProSupport have access to an exclusive phone number and identification code that ensures they are routed to the specialized OEM phone support queue. OEM-trained support agents based in two U.S. call centers ensure around the clock multichannel support via phone, email and chat. This solution is currently available to enterprise and client ProSupport customers with tags based in the Americas and a single point of accountability to our customers to reduce downtime for their end users.

“Extending ProSupport for our OEM customers is a natural fit, and we think this new addition will take a huge weight off of them,” Kevin Whitlow, vice president, Americas Dell Support Services says. “Allowing customers to focus on delivering the best products for their clients is what we love to do here, and with Dell’s combined support and OEM-specific offerings, we can help many more companies grow and prosper.”

The Designated OEM Queue demonstrates Dell’s continued commitment and investment in serving manufacturers and their end users. With Designated OEM Queue and ProSupport, we allow OEMs to:

  • Leverage Dell’s global scale and skill with access to a team of more than 30,000 experts supporting more than 100 countries.
  • Shift downtime into uptime with a next Business Day onsite service that offers four and eight hour parts and labor response options.
  • Overcome complexity to focus on innovation with third-party collaboration for hardware issues.
  • Access OEM-trained support experts for shorter calls—available at no additional cost.

We understand that every OEM is unique with different go-to-market requirements. With Dell ProSupport, OEM customers can expect consistent support whenever and wherever they need it.

Those of you who are interested can find a full list of service features here.

About the Author: Jodi Eckberg

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