Key Processes

Customer Service and Technical Support

 -Toll-free phone numbers for purchasing and technical support.

-Fax & E-mail links for customer assistance and technical support.

-Value-Added Services: custom software uploads & asset tags.

-Premier Pages: customized, password-protected Web sites for institutional customers.

-The www.dell.com Website with 50 country-specific sites in local languages and currencies.

-Support.Dell.com allows customers to create customized support home page.

-E-Support helps Dell detect, diagnose, and resolve most problems without the need for users to interact with Dell’s support personnel.

-Dell Talk: an online discussion group with 100,000 registered users.

-On-Site Service for corporate customers.

-On-Site Dell Support: resident teams of Dell staff at a company site (Boeing).

-Migration to New Technology Service: assists large customers and independent software providers in migrating their systems and applications to new Windows technology.  Partnership with Microsoft formed to support this.

-Customer Forums: Dell holds regional forums to stimulate the flow of information back and forth with customers.