November 18, 2003 11:03 AM PST

Dell opens service center for businesses

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Dell has opened a command center for its services business.

The Round Rock, Texas-based PC maker said on Tuesday that it built its Enterprise Command Center to provide support 24 hours a day, 7 days a week to its server and storage systems customers.

The facility, designed to add to the ability of the services group to respond to customers with urgent needs, is located on Dell's Round Rock campus. It will serve customers in the United States, Canada and Latin America at first, the company said.

"Dell's Enterprise Command Center demonstrates our continued commitment to invest in and deliver high-quality enterprise services to meet the critical business needs of our customers," Gary Cotshott, vice president and general manager of Dell Services, said in a statement.

The center will exist to track Dell service personnel and also replacement parts that might be on the way to customers. The facility will also serve to monitor things like weather and news reports, in order for Dell to predict where its services might be needed, allowing the company to react more quickly, a Dell representative said. The center will serve Dell customers who have its silver, gold and platinum same-day service plans.

Glenn Bonner, CIO of MGM Mirage, who attended a Dell presentation announcing the center at the Comdex trade show in Las Vegas, said it is the kind of service that he might look into for new properties, as it could help save money on disaster preparedness.

Information technology services have become a major focus for Dell as the company works to expand its presence in the computer systems market for large businesses and also to achieve its goal of reaching $60 billion in revenue per year.

Many companies expect computer manufacturers to offer them more than hardware. They often contract with manufacturers to help maintain their computers by fixing broken hardware or installing new software, Dell has said.

Dell's Professional Services Group offers a range of services, such as providing tech support and installing new hardware and migrating data.

Last month, the PSG won a five-year contract to support 78,000 PCs for Boeing's Defense Systems business unit, for example. The contract includes services such as updating software and fixing broken hardware.

 

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