Romaric Guilloud, Director of EMEA Account Management Services at Dell Technologies Select, speaks with Daniel Bossard, our Swiss #DellSAM Ambassador. Together with Charles Smith, Senior Manager Account Management Services at Dell Technologies Select, Romaric explains the advantages of account management services for DT Select customers
Could you share what DT Select means?
Romaric: Within Dell Technologies, the Select charter is to provide the right skilled resources necessary to unlock the full power of Dell Technologies for our most strategic customers. Our role in Account Management Services is to provide the resources and skills necessary to proactively impact our customer’s experience, fostering a top-level service required to make an impact for our customers.
DT Select Account Management Services is a dedicated team and framework that creates a single point of contact for the customer, creating a more unified end-to-end experience. Focusing on the Top 100 customers of Dell Technologies within the Telco, Automobile, Financial, and other branches enable us to improve quality of delivery, service, and communications.
One of the major challenges is to ensure the smooth integration of new infrastructure technology into an existing environment
What are the challenges for DT Select Account Management Services
Romaric: One of the major challenges is to ensure the smooth integration of new infrastructure technology into an existing environment. Whereas projects are focusing on implementation of new solutions or replacing obsolete solutions, DT Select Account Management Services ensures that the live production environment running is secure and robust. New implementations may cause risks towards the production environment and could lead to additional upgrades of the existing environment — especially when it comes to cyber security in the production environment.
Could you give us a customer example, how this unique point of contact setup works?
Charles: A recent example is one of our service teams working for a global automotive industry. This specific team consists of a diverse array of service and technical resources, including Service Account Managers (SAMs) for Compute, Networking, Storage and Data Protection. In addition to the SAMs, trusted technical experts are also included for hands-on break-fix called Technical Account Managers (TAMs) for designated remote support (DRS) and Infrastructure Guidance (IG). The automotive customer uses Dell Technologies for its client fleet, Storage, Data Protection and Hyper Converged Infrastructure.
Thanks to the ideal conditions with all the resources, the Service and Support Team has been managing a substantial amount of the customer assets out of one hand. Even during a major renewal of the IT infrastructure, it was possible to upgrade the existing environment without any interruption. During a renewal and refresh on the Isilon environment, an implementation of a Cyber Recovery Vault Solution took place in parallel. This latter implementation has led to a large-scale OS upgrade in the customer environment. This was possible without any interruption through close collaboration of all stakeholders and engaged resources.
How do you think DT Select Account Management Services contribute to the wider tech ecosystem?
Romaric: In the end, the customer gets the benefit of 360° attention, receives advisories and recommendations ahead of time, which helps to successfully plan and leverage projects and renewals. Collaboration with the Dell’s commercial side of the business is more effective because of the holistic setup allowing customers to ask questions around their environment to an expert I think that proactively impacts our customer experience and fosters a top-level service.