Doug Schmitt, President, Global Services, Dell EMC (@) joins CUBE hosts John Mark Troyer (@Troyer) and John Walls (@JohnWalls21) at Dell Technologies World 2018 in Las Vegas, NV
#DellTechWorld #theCUBE
https://siliconangle.com/2018/05/16/through-ai-and-hotlines-dell-emc-gets-proactive-with-customer-support-streams-delltechworld/
Through AI and hotlines, Dell EMC gets proactive with customer support streams
Meeting client demands to support their digital transformation journeys is Doug Schmitt’s number one goal. To do so, Dell Technologies Inc. is internalizing its own transition to modern, data-driven computing solutions.
“We’re living it every day,” said Schmitt (pictured), president of global services at Dell EMC. “… That complexity and the speed is going to pick up. We know we have to continue to use that big data; it’s the fuel to provide better services, better products. We want no daylight between services, our engineering and product team, and sales.”
Schmitt spoke with John Walls (@JohnWalls21), co-host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, at the Dell Technologies World event in Las Vegas. They discussed his 60,000 indirect and direct team members in more than 180 countries working to meet customer demands on a daily basis. (* Disclosure below.)
Reaching customer demands
Dell EMC is growing remarkably stronger in the client solutions space. Fifty percent of Dell’s revenue is derived from client solutions, with 38 percent coming from infrastructure solutions and 10 percent from VMware Inc., according to data released at Dell EMC’s analyst summit last October. The size and scope has helped Dell EMC build better products and improve the omnichannels, Schmitt explained.
“The feedback from most of our customers across multiple channels, whether it be through the data we get back through Phone Home or [artificial intelligence] helps us build better products globally, as well as helps our customers,”Schmitt said of Dell’s customer support lines and data-driven insights. “Not everyone wants to be contacted by machine learning. The omnichannel has to be diverse.”
Dell EMC’s vigorous customer focus is helping the sales team address longer-term opportunities too, custom-building solutions globally. Dell generated $3.6 billion in worldwide server sales during the quarter, up 40 percent year over year, compared with $2.58 billion in fourth-quarter 2016, according to the research firm IDC.
“Customer feedback has to be proactive, predictive and remote,” he said. “It’s all about being fast, accurate, and keeping that time in those environments running.”
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the Dell Technologies World 2018 event. (* Disclosure: Dell EMC sponsored this segment of theCUBE. Neither Dell EMC nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
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Doug Schmitt, Dell EMC | Dell Technologies World 2018
Doug Schmitt, President, Global Services, Dell EMC (@) joins CUBE hosts John Mark Troyer (@Troyer) and John Walls (@JohnWalls21) at Dell Technologies World 2018 in Las Vegas, NV
#DellTechWorld #theCUBE
https://siliconangle.com/2018/05/16/through-ai-and-hotlines-dell-emc-gets-proactive-with-customer-support-streams-delltechworld/
Through AI and hotlines, Dell EMC gets proactive with customer support streams
Meeting client demands to support their digital transformation journeys is Doug Schmitt’s number one goal. To do so, Dell Technologies Inc. is internalizing its own transition to modern, data-driven computing solutions.
“We’re living it every day,” said Schmitt (pictured), president of global services at Dell EMC. “… That complexity and the speed is going to pick up. We know we have to continue to use that big data; it’s the fuel to provide better services, better products. We want no daylight between services, our engineering and product team, and sales.”
Schmitt spoke with John Walls (@JohnWalls21), co-host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, at the Dell Technologies World event in Las Vegas. They discussed his 60,000 indirect and direct team members in more than 180 countries working to meet customer demands on a daily basis. (* Disclosure below.)
Reaching customer demands
Dell EMC is growing remarkably stronger in the client solutions space. Fifty percent of Dell’s revenue is derived from client solutions, with 38 percent coming from infrastructure solutions and 10 percent from VMware Inc., according to data released at Dell EMC’s analyst summit last October. The size and scope has helped Dell EMC build better products and improve the omnichannels, Schmitt explained.
“The feedback from most of our customers across multiple channels, whether it be through the data we get back through Phone Home or [artificial intelligence] helps us build better products globally, as well as helps our customers,”Schmitt said of Dell’s customer support lines and data-driven insights. “Not everyone wants to be contacted by machine learning. The omnichannel has to be diverse.”
Dell EMC’s vigorous customer focus is helping the sales team address longer-term opportunities too, custom-building solutions globally. Dell generated $3.6 billion in worldwide server sales during the quarter, up 40 percent year over year, compared with $2.58 billion in fourth-quarter 2016, according to the research firm IDC.
“Customer feedback has to be proactive, predictive and remote,” he said. “It’s all about being fast, accurate, and keeping that time in those environments running.”
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the Dell Technologies World 2018 event. (* Disclosure: Dell EMC sponsored this segment of theCUBE. Neither Dell EMC nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
