DELL SERVICE CENTRE

BLUEPRINT

Group-5
Dell Inc.
At age 19, Michael Dell founded PCs Ltd. with $1000 and a game changing vision about how technology should be designed,
manufactured and sold

Incorporated in 1987
Dell Technical
Support
3rd largest PC vendor in Q1 2017
Dell Solution
Dell Support Dell Business
Largest PC monitor manufacturer Station
Centre Support
Dell EDM Your Tech Team
(Dell on Call)

Merged with EMC in 2016 Dell routes technical support queries on products for the professional
market according to component-type and to the level of support
Manufactures, Sells, Repairs & Supports purchased

Basic support provides business-hours telephone support Dell ProSupport provides 24x7x365 telephone and online
and next business-day on-site support/ Return-to-Base, or support, a selection of 4 or 6-hour onsite support after
Collect and Return Services (based on contracts purchased telephone-based troubleshooting, and a Mission Critical
at point of sale) option with 2 hour onsite support

Protection Services Advisory Services Multivendor H/W support HOW-TO support

In 2005, customer complaints about Dell more than doubled to 1,533

In 2006, Dell acknowledged that it had problems with customer service. Issues included call transfers of more than 45% of calls and long wait times
Later in 2006, the company increased its spending on customer service to $150 million