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Dell Technologies - Best Use of Technology in Customer Service

 

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Dell Technologies
Company Description: Dell Technologies is Dell, Dell EMC, Pivotal, RSA, SecureWorks, Virtustream, and VMware. We’re a collective force of innovative capabilities trusted all over the world to provide technology solutions and services that accelerate digital transformation. We help you thrive.Agility, faster decision making, and smarter innovation. When you partner with Dell Technologies.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Computer Industries

Nomination Title: Dell Technologies | Tech Support Transformation

Tell the story about how technology has improved your customer service initiatives since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

In today’s world of ever evolving technology, it is a challenge for both our customers and tech support personnel to keep abreast of the constant change and find solution to issues when they do occur. While we strive to minimize customer’s effort in getting their issues resolved, we also ensure our team members are equipped for optimal execution by adopting appropriate technology available in the market.

Win together by delivering simple, efficient and reliable solutions which provide relief to our customers

Key Tenets

Customer-first approach – Everything and anything we do starts with customer
Simplify the complex – Automate resolution steps to reduce customer and agent effort
Eliminate inefficiency - Remote take over capability for diagnostics and troubleshooting reducing unwanted interactions
Make the powerful easy to use - Self-help (tool chest) for resolving technical issues at the click of a button
Deliver long-term value - Preventive & proactive support thus maximizing value proposition
Technology consultants whom customers can trust – Enable agents to become trusted advisors vs. just resolvers

Innovative, enterprise-wide solutions
-Seamless integration on new technologies
-Collaborative, customer-first approach
-Cloud based-live monitoring, enabling remote solution push
-Connect people – anytime anywhere

Understand the eco-system - Top call drivers, new/masked issues, repeat call drivers, tools enhancements, need based upskill training
Protect data and environment from security threats - Industry best secured cloud-based data back up and restoration

Enablers

Early Warning System (EWS) is an in-house developed tool aimed to reduce or eliminate defects in the system.
-works on a dual channel mechanism providing alerts to the frontline via email alerts
-real-time intranet web-portal (email through SQL server service & web-portal based on .NET coding with SQL database backend)
-integrated with a unique logic-driven engine to monitor every single case and flag any potential failure

Scrub Automation

Scrub Automation is a machine learning empowered tool to automate review/audit process and reduce effort by support team.

A quantized view of the health of every single customer interaction on a dashboard; thereby enabling us with a never before governance and audit capability

Ownership Command Centre (OCC)

Monitors and tracks our success rate of customer call-back commitments. Two-hour proactive agent email alerts to follow-up on our commitments. Call-back slot visibility predictive model to reallocate cases when agents are busy or out of office

SupportAssist (SA)

SupportAssist is the industry’s first automated proactive and predictive support technology. Salient features of this tool include uniquely designed single click fixes to address multiple issue troubleshooting.

Guided Resolution (GR)

-Leverages Data Science to Evolve and Simplify Troubleshooting process.
-Guided Resolution is a tool designed to augment the decision-making process when diagnosing and resolving tech support issues.
-The interface allows a user to input symptoms describing a customer problem plus asset-specific information, then uses these to predict possible actions to resolve the problem.

Robotic Process Automation (RPA)

-Our Front-line technicians spend considerable amount of time on clicking and entering various details in CRM while on call with customer to set up dispatch service call.
-Initiation was done through digitization of dispatch creation workflows, followed by flawless automation of creation process through RPA framework.
-Further machine driven fail safe algorithms have been created to ensure 100% automation is achieved.

Business

-Spend down by 2% vs. contacts up 7% YoY while accommodating 15% cost increase for investments & merit increases
-$1.2M annualized savings from RPA
-$1.5M vendor spend reduction by deploying in-house resolution tool (SA)
-10% dispatch defects reduction YoY
-Resolution simplification and automation resulted in 15% simple issue elimination and 10% call handle time reduction
-15% frontline support headcount reduction from scrub automation capability
-12% reduction in escalation rate YoY

Customer

-Visible customer experience improvement in complex consumer tech support environment where we encounter around 1200 issue types
-70% of customer surveyed give us a perfect 10 score
-Maniacal focus on resolution leading to 50% FCR* improvement