Incorporated in 1996, Dell India has been among the fastest growing technology companies in the country. An engine for Dell’s global growth, Dell India is a strategic component of Dell’s transformation into a true IT solutions partner and a ‘trusted IT advisor’ focused on end-to-end offerings. With over 27,000 team members, Dell India is the largest operation for Dell outside the US and has presence across eight cities – Bangalore, Hyderabad, Delhi, Pune, Noida, Coimbatore and Chennai. Dell has invested significantly in building end-to-end solutions and delivery capabilities - sales & marketing, manufacturing hub, Dell Services, R&D Centre, Customer Contact Centers, Dell IT, Global Analytics and Global Financial Services – besides setting up a distribution network of commercial and retail channel and a service network that spans over 650 locations across India.

We will be sharing our best practices which include
 

1. Technology Innovation
2. The Plan: Do The Most Good
3. As Solution is designed by SMEs, inhouse only, same takes into account most acute granular aspects and hence Best of the Business
4. Scalability of Solution to any analogous business as is designed with all features as variable dependent.
5. TAT for any Change Request is low as Solution is in-house
6. Enhancements as aligned to Business Dynamics is streamlined

Role of the Center:

Dell routes technical support queries on products for the Consumer & Commercial market according to component-type and to the level of support purchased:  Basic support provides business-hours telephone support and next business-day on-site support / Return-to-Base, or Collect and Return Services (based on contracts purchased at point of sale)  Dell Premium Support / ProSupport provides 24x7x365 telephone and online support, a selection of 4 or 6-hour onsite support after telephone-based troubleshooting, and a Mission Critical option with two-hour onsite support, for customers who choose the highest level of support for their most critical hardware assets. In addition, the company provides protection services, advisory services, multi-vendor hardware support, how-to support for software applications, collaborative support with many third-party vendors, and online parts and labor dispatching for customers who diagnose and troubleshoot their hardware.