Enhancing the
Customer Experience in an
Internet World
Bill Peterson
Director, Services Strategy and Marketing
Dell Computer Corporation
Page 1
Leveraging the Internet Throughout Dell
www.dell.com/premier
• 40,000+ customized premier pages
• 70% of customers use web
to check order status
E-support
Company
B2E
Suppliers
B2BB2B
Internal
Processes
B2B / B2C
Customers
valuechain.dell.com
inside.dell.com
www.dell.com
• Supply Chain Management
• 5.1 days of inventory
• All internal functions • E-commerce
• 500,000+ pages
• $50 Million/day (www.dell.com)
• 50% Revenue is Online
Page 2
Dell Services Facts
• 34 million computers under warranty
• 30 million support requests annually
• Over 6,000 global service professionals worldwide
• Remote and on-site service in 170 Countries
• Access to over 50,000 field technicians globally
• 75% of DELL desktop incidents resolved remotely;
over 90% for servers
• Overall delivery performance of 90+% *
• Fastest-growing hardware services company in the
world
• Consistent Winner of Customer Satisfaction Awards
* Dell comparison to Dataquest’s June 1998 Benchmarking Hardware Service Operations
Page 3
• 7x24 800-number lifetime support
Customer
Nine-time winner: Readers’ Choice for
Service and Reliability
Reader’s Survey award for “Best PC
Reliability and Service” – 1994-1999
Customer Satisfaction Leader
(9 consecutive quarters)
10 Best Support Sites – 1999, 2000
Dell Technical Support
Dell’s Traditional Support Model
Page 4
Customer
Server
or PC
Per day:
• 63,000 unique user visits
• 26,000 questions to Ask Dudley
• Over 35,000 order status checks
• Over 32,000 files downloaded
Dell Technical Support
Support.dell.com
Page 5
Resolution Assistant
Customer
Server
or PC
Dell Technical Support
Dell E-support with Resolution Assistant
Page 6
Resolution Assistant User Interface
Page 7
Resolution Assistant Help Desk Interface
Page 8
Impact of E-support on Customer Downtime
Vendor
Technical
Support or
Dispatch
Typical
Hardware
Manufacturer
Incident
Dispatch
Rate
66 to
73%*
27 - 34% resolved
Dell
Support
Model
Incident
Dell
Technical
Support
9 to
25%*
>75 - 91% resolved
Dell with
Resolution
Assistant
Incident
Dell
Computer
with
Resolution
Assistant
Dell
Technical
Support with
Resolution
Assistant
>95% resolved
< 5%
*Source: Gartner Group, 1/00
Page 9
Top 10 Incidents Handled with Resolution Assistant
Resolution Assistant Contacts:
Phone-Based Contacts:
1. Internet setup/usage
2. Software
3. Printer
4. CD/DVD
5. Lockup
6. Sound
7. Monitor/video
8. Superdisk
9. Keyboard
10. Mouse
1. Internet setup/usage
2. Software
3. Modem
4. Printer
5. Monitor/video
6. CD/DVD
7. Sound
8. Motherboard
9. Hard Drive
10. Keyboard
Page 10
Customer Preference for Resolution Assistant
Contact
Method
80%
Resolution
Assistant
70%
60%
50%
40%
30%
Telephone
20%
10%
E-mail
0%
1
2
3
Contact Number
4
5
Page 11
Dell Resolution Assistant Benefits To Date
 Benefits to Customer:
 Time savings:
 No telephone hold times
 No time spent on the phone in lengthy diagnosis
 Greatly reduced incidence of dispatches
 Benefits to Dell:
 Higher customer satisfaction
 Reduced dispatches & warranty cost
 Reduced “no fault found” part replacements
Lower Support Cost
 Higher technical support rep job satisfaction
& lower turnover
Page 12
E-support Opportunities for Corporate Users
 Most corporate customers maintain
internal help desks and incur significant
cost
 Increasing numbers of applications to
support:
 Some customers utilize 600+ desktops apps
 Many custom apps with no centralized
knowledge base
 Increased use of the web:
 Network/connectivity issues
 Downloads create conflicts and
configuration issues
 Increased strategic role of IT diminishes
resources available for user support
 Decreasing talent pool and retention
issues
Opportunity
Leverage Dell’s
proven technology
and expertise for
internal E-support
solution:
• Reduce help desk
expense
• Improve user
uptime and
satisfaction
Page 13
The Potential of E-support for Businesses
Reduce Help Desk Expense:
Level 1 Support Level 2 Support
Help Desk
Deskside Visit
Typical
Support Model
Incident
1-3 calls per
user per month
$15
per contact
$100
per contact
80%
resolved
20%
resolved
Cost per
Incident
$32
$768 Annual support cost per user
Source: Meta Group; Dell estimates
Page 14
The Potential of E-support for Businesses
Improve End User Uptime and Satisfaction:
Time
Remote
Resolution
(80%)
Hold Time
Triage
Diagnosis/Fix
Deskside
Visit
(20%)
Hold Time
Triage
Diagnosis

Dispatch
On-site
Repair

Page 15
Server
or PC
Dell Technical Support
Customer Help Desk
Resolution Assistant
Customer
Dell E-support
with Tiered Resolution Assistant
Page 16
Potential Customer Savings
with Resolution Assistant
Level 0 Support Level 1 Support Level 2 Support
End User Self Help
Help Desk
Deskside Visit
$0
(no contact)
Typical
Support Model
Incident
Incident With
Resolution
Assistant
0 - 10%
resolved
$15
per contact
$100
per contact
Cost per
Incident
80%
resolved
20%
resolved
$32
80 - 90%
resolved
10%
resolved
$21
Potential Annual Savings: $264 per user
Source: Meta Group; Dell estimates
Page 17
Impact on the End User
Improved Uptime and Satisfaction:
With E-support
Current
Time
Remote
Resolution
(80%)
Hold Time
Triage
Diagnosis/Fix
Deskside
Visit
(20%)
Hold Time
Triage
Diagnosis
Remote
Resolution
(90%)
Remote
Diagnosis/Fix
Deskside
Visit
(10%)
Remote
Diagnosis

Dispatch
On-site
Repair


Dispatch
On-site
Repair

Page 18
Tiering E-Support Solution Concepts
Small/Medium Help Desk:
User 1
Dell Tech
User 2
Self-Service
User 3
User n
Hosted
Backend
Escalation
Dell
Backend
Tech 1
Tech n
Assisted Service:
•Apply active content
• Telemetry
•Rollback
• Chat
Outsource
Tech
Page 19
Tiering E-Support Solution Concepts
Large Help Desk:
User 1
Dell Tech
User 2
Self-Service
User 3
User n
Backend
Escalation
Dell
Backend
Tech 1
Tech n
Additional capabilities:
• Content authoring capability
• Integration with call management system
• Multi-vendor capable
Outsource
Tech
Page 20
Dell’s E-support Outlook
 Near-term:
 “Tiered” E-support solution:
• Pilot: 4Q
• Rollout: 1Q
 By the end of 2001:
• 80% web-based customer support
• 95% remote resolution rate
Page 21
Dell’s E-support Outlook
 Longer-term:
 Standards-based E-support to allow customers to collaborate or
outsource to a tight-knit service community
 Integration of supplemental tools (e.g. password reset)
 Diagnosis and resolution capabilities updated real-time to reflect
the experience of all customers
 All “soft” problems resolved remotely, the first time
 Increased viability and acceptance of self-service
 Automated problem detection and correction
 25-50% reduced resolution time
 Potential $500 million to be saved annually by Dell customers
using Resolution Assistant
Page 22
Conclusions
 Leverage what’s out there today! e.g.
support.dell.com
 Understand your support requirements and
associated costs (they are more than you think!)
 Consider piloting E-support technology in one or
more areas of your company
 Look for comprehensive solutions, not point
solutions, to your support requirements
Page 23
Thank You
Page 24