Dell远程诊断对小企业服务支持
作者： 西岸
责任编辑： 阚智
来源： 《电脑商情报》
时间： 2006-06-03 06:25
As part of Dell's $100 million investment in improving service and support, Dell today said it is arming all of its service agents for U.S. consumers and small businesses with the ability to remotely diagnose and correct common technology problems.
The tool -- DellConnect(TM) -- allows a technician to troubleshoot and help solve a customer's computer problem over a high-speed broadband connection. It is employed during a technical-support call with the customer's permission, and allows Dell service and support representatives to quickly and efficiently help correct many problems that cripple computers and cause frustration. There is no additional charge to Dell customers when used to fix issues covered by the hardware warranty for Inspiron(TM) notebook and Dimension(TM) desktop computers.
President and Chief Executive Officer Kevin Rollins announced the expansion -- along with an increase in employment at the company's Tennessee production, sales and call-center facilities up to 1,000 to about 4,500 -- at a press event here today.
"We're pleased to offer this technology which helps solve our customers' problems directly at home in real time at no additional cost," said Ro Parra, senior vice president, Dell Americas Business Unit. "We believe this is a better option than planning a visit and having to pay more than $100 for the privilege. The days of the PC house call are on the wane.
"The hundreds of thousands of surveys we've done with customers show this is the future of fixing most common problems," Parra added.
DellConnect works by remotely connecting to a customer's computer with their permission via a broadband connection. It has proven effective in correcting common computer issues that often slow the performance of computers, such as software and maintenance issues, as well as installing the right setting, or software "drivers" for running printers, cameras and other gadgets.
More information on DellConnect is located at: www.dell.com/dellconnect.
Technicians first began using the tool -- then called TechConnect -- late last year to service U.S. consumers. Of more than 400,000 customers serviced with the new tool to date, 95 percent said it was easier to troubleshoot the problem with a service agent and that they would recommend use of it to others. DellConnect is scheduled to expand later this year to support consumers and small-business customers globally.
DellConnect is one of many significant investments Dell is making to improve the technology expertise and support it provides customers.
This year Dell expects to spend more than $100 million to regain its leadership position in customer service. The company has hired more than 2,000 new sales and support personnel in the United States, and is enhancing the training of more than 5,000 support personnel globally.
In addition, the company has 10 new or expanded global call centers, including in Oklahoma City, Okla.; Edmonton, Canada; Manila, Philippines; and Halle, Germany. The investments have resulted in a number of improvements, including a 50 percent reduction in customer hold times.
The tool -- DellConnect(TM) -- allows a technician to troubleshoot and help solve a customer's computer problem over a high-speed broadband connection. It is employed during a technical-support call with the customer's permission, and allows Dell service and support representatives to quickly and efficiently help correct many problems that cripple computers and cause frustration. There is no additional charge to Dell customers when used to fix issues covered by the hardware warranty for Inspiron(TM) notebook and Dimension(TM) desktop computers.
President and Chief Executive Officer Kevin Rollins announced the expansion -- along with an increase in employment at the company's Tennessee production, sales and call-center facilities up to 1,000 to about 4,500 -- at a press event here today.
"We're pleased to offer this technology which helps solve our customers' problems directly at home in real time at no additional cost," said Ro Parra, senior vice president, Dell Americas Business Unit. "We believe this is a better option than planning a visit and having to pay more than $100 for the privilege. The days of the PC house call are on the wane.
"The hundreds of thousands of surveys we've done with customers show this is the future of fixing most common problems," Parra added.
DellConnect works by remotely connecting to a customer's computer with their permission via a broadband connection. It has proven effective in correcting common computer issues that often slow the performance of computers, such as software and maintenance issues, as well as installing the right setting, or software "drivers" for running printers, cameras and other gadgets.
More information on DellConnect is located at: www.dell.com/dellconnect.
Technicians first began using the tool -- then called TechConnect -- late last year to service U.S. consumers. Of more than 400,000 customers serviced with the new tool to date, 95 percent said it was easier to troubleshoot the problem with a service agent and that they would recommend use of it to others. DellConnect is scheduled to expand later this year to support consumers and small-business customers globally.
DellConnect is one of many significant investments Dell is making to improve the technology expertise and support it provides customers.
This year Dell expects to spend more than $100 million to regain its leadership position in customer service. The company has hired more than 2,000 new sales and support personnel in the United States, and is enhancing the training of more than 5,000 support personnel globally.
In addition, the company has 10 new or expanded global call centers, including in Oklahoma City, Okla.; Edmonton, Canada; Manila, Philippines; and Halle, Germany. The investments have resulted in a number of improvements, including a 50 percent reduction in customer hold times.
