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SupportAssist for PCs and Tablets An overview for customers
2
PCs and Tablets market landscape
Internet of Things Cloud Mobility BYOD Big Data
The solution: Dell ProSupport Plus for PCs and Tablets single source for
hardware & software services
proactive automated
support
predictive automated
support
investment protection & data
control
Technical Account Manager (TAM) with monthly reporting
device proliferation
uptime expectations
time on maintenance
budget pressure
security risk
Copyright 2015
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Dell End User Support & Deployment Services We keep you connected and productive, providing peace of mind so you can focus on what matters most
End User Deployment
End User Support
CustomerTools
• SupportAssist
• TechDirect
• APIs
• Configuration Services
• Logistics
• Managed Deployment
• Asset Resale & Recycling
• Basic Service
• ProSupport
• ProSupport Plus
• ProSupport Flex for Client
• Accidental Damage Service
• Keep Your Hard Drive
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Commercial support portfolio for PCs and Tablets Good, better, best and semi-custom enabled by industry leading technology
ProSupport Flex
Base Warranty
TechDirect TechDirect
ProSupport
ProSupport Plus
SupportAssist
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Resolve issues quickly with ProSupport engineers
ProSupport Plus for PCs & Tablets
Benefits:
Increase productivity with proactive automated support
Avoid downtime with failure prevention
Protect your investment with coverage for accidents
Secure your data with hard drive retention
Complete support with minimal customer effort
Experts Insights Ease · Priority access to ProSupport engineers
· Dedicated Technical Account Manager*
· Collaborative support
· Proactive issue detection
· Predictive failure prevention
· Monthly service history reporting*
· Automated notification & case creation
· Repair for drops, spills and surges
· Retain hard drive after replacement
*Available for customers with 1000 or more ProSupport Plus Systems.
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Reduce customer effort and downtime with SupportAssist Proactive and predictive automated support
*Initially hard drives and batteries
Higher customer effort, longer downtime
Manual case creation
Trouble- shoot
Verify service contract
Customer contacts Dell
Fault occurs
Traditional manual support
Less customer effort and downtime Proactive automated support
Avoid failures and downtime Predictive automated support*
ProSupport Plus
Manual case creation
Gather system state
Fault occurs
Auto case creation
Dell contacts customer
Resolve
Predict failure
Auto case creation
Dell contacts customer
Resolve
Hardware Support
Resolve
Hardware & Software Support
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Automated issue detection, notification and case creation
ProSupport
Basic
ProSupport Plus
SupportAssist feature comparison By offer
Critical updates provided by Dell
Predictive issue detection for failure prevention*
Parts self-dispatch via Checkup System scans
*Initially hard drives and batteries
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ProSupport Plus with SupportAssist resolves issues faster than the competition “SupportAssist found the problem and Dell started the conversation”
8
18 19
Steps to resolve
ProSupport Plus
58% reduction
5
34 33
Minutes on the phone
ProSupport Plus
HP Elite Lenovo Priority Technical Support
84% reduction
Days for parts replacement
ProSupport Plus
HP Elite Lenovo Priority Technical Support
5X faster
HP Elite Lenovo Priority Technical Support
1
5
3
Source: Third-party lab testing with Principled Technologies (Tech Support process compared against HP & Lenovo), Oct 2014
Getting started with SupportAssist
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Get SupportAssist the way you want to manage devices
Set up SupportAssist
Single device download
SupportAssist
Download the software
1 2
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Pro
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tive
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dic
tive
, Au
tom
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d
Mu
ltip
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ev
ice
s Dell sets up SupportAssist and
TechDirect
Download software
Deploy
Sign up for TechDirect
Dell Configuration
Services
Self service or
Dell Consulting
SupportAssist
SupportAssist
SupportAssist
1
1 2 3
Ma
na
ge
via
Te
ch
Dire
ct
SupportAssist
SupportAssist
SupportAssist
SupportAssist
SupportAssist
SupportAssist
For download files and resources Dell.com/SupportAssist
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Managing ProSupport Plus devices with SupportAssist
• Analyzes system state • Predicts failures • Enables reporting
ProSupport Engineers
SupportAssist
Manage cases
SupportAssist
SupportAssist
SupportAssist
Alert
SupportAssist Intelligence
Engine
Predict
Manage a single device
Predict
Alert
System state
Technical Account Manager
Manage multiple devices
Contact customer
Report
Alert
Alert
System state
TechDirect
Portal
Contact customer
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Easily manage cases and parts dispatches with TechDirect
Easy, convenient and flexible
This suite of global self-service support capabilities are designed to help you streamline case management and parts dispatch processes across your organization for both client and enterprise devices. Available through an online portal, mobile app, and APIs, all warranty levels can take advantage of these capabilities.
“We could spend up to 20 minutes raising
tickets through the hotline, but it takes our Dell-certified personnel just 2 minutes using the Dell TechDirect online tool. It saves us a lot of time and boosts staff productivity.”
Martin Wiehe, Head of Site Management, Host Europe, Germany
“Dell TechDirect is easy to use and the parts selector ensures we get exactly what parts we need for repairs. It was a flawless experience. As smooth of a transaction that can be.”
Wes Wooten Director, Computer Support Pitt Community College
Get Started
Visit TechDirect.com to enroll today.
Visit APIs Community to learn more.
Available via What our customers are saying
Mobile app
Online portal
Integrated APIs
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Customer story
Host Europe
Industry: Internet Services
Customers: 250,000+
Country: Germany
Employees: 230
Website: www.hosteurope.de/en/
A Germany market leader in delivering Internet services to over 250,000 residents and businesses wanted a flexible support offering for its vendor solutions to help maximize uptime and maintain high levels of customer satisfaction among clients.
Solution The company chose Dell ProSuport Flex for Data Center and the TechDirect support tool, which includes labor reimbursement, to achieve its goals.
Results • IT staff boost productivity by 90%, by bypassing phone-based ticket management • The services has made the delivery of parts more efficient, enabling Host Europe to
reduce the number of spares to resolve outages. • Host Europe lowers costs through labor reimbursement and less inventory
Read the full Host Europe case study on Dell.com
Dell products: • TechDirect
• ProSupport Flex for Data Center
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Resources
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Dell.com/SupportAssist
SupportAssist and TechDirect helpful resources
TechDirect.com
Copyright 2015
Thank you
Copyright 2015