Service Excellence

5 Features of a Modern Service Experience

Alan Walsh By Alan Walsh Vice President, Global Support Center June 13, 2016

It’s been a fun few weeks, starting with a series of customer meetings in New York City. I’m always grateful to spend time with our customers and value our healthy discussions about what we do well as a team and, at times, where we can improve.

These meetings were well-timed, as they led right in to EMC World, which again provided focused opportunity to meet with several customers each day. EMC World is such a great customer event – not only to hear about the amazing product launches, but how our customers’ business problems now have answers, options and clear paths to success.

EMC World’s theme this year was “Modernize”. Never has one word meant so much in this industry – it has so many Digital Transformation connotations – and it was on full display in the exhibit hall. Many of our key customers and partners were demonstrating solutions that benefited from the “modernize” mindset, making big strides in their respective customer portfolio. EMC is not immune to this either and we have been busy evolving our deep portfolio of service tools to help our customers and partners.

Here are my top 5 features of a modern service experience that EMC recently launched and are fully available. They are all direct results of feedback from many recent customer interactions. Keep that feedback coming, as this list clearly demonstrates that EMC listens and takes action:

  1. MyService360TM – A Personalized Dashboard

mys360

I often hear from customers about having “one-view” of their EMC infrastructure. Well, now you have it. And if you have EMC Secure Remote Support (ESRS) connected – you have more real-time data. At EMC World, our customers echoed this is a major step forward. In the age of increasing digitization and complexity, this service becomes a priceless commodity for business owners.

Kevin Roche’s recent blog focuses on MyService360 as a personalized, cloud-based service dashboard available to all of our customers. Note this is a free service offering that can be personalized to work for your business. Each customer is different, and we are providing this flexibility to our customers to self-serve.

  1. Current Code Version

The other thing I hear most often from customers is their struggle to keep code versions current, and how they want to be notified when new code is released. MyService360 provides an easily consumable display that shows the percentage of systems up to target code, and allows users to drill down into specific systems to determine what is due for an upgrade. Did I mention this is free?!? : )

  1. Connect with EMC Customer Service

With the abundance of technology now at our fingertips at every moment, we ask ourselves several times a day “where can I find help to…?” The Connect with EMC Customer Service community within the EMC Community Network (ECN), gives our customers a 24 x 7 available platform to connect with the expertise and resources they need to meet their business goals.

This includes:

  • Onboarding resources for new customers with guidance on how to get started, checklists for success, and required information for opening a Service Request.
  • News on EMC Customer Service capabilities, along with announcements and tips about new and updated Online Support features.

Note that the ECN is a forum used by our customers and partners to interact with each other.

  1. Mobile App

mobile_appWith so many of us “on the go” in today’s IT and increasingly digital world, it is critical to be able to stay connected to any event that impacts business stability. Although not new, the free (there’s that word again : )) EMC MOBILE app continues to evolve and provides our customers with access to Service Requests, notifications, and a host of “just-in-time” information – such as 15-min product overviews and technical news items. Just search in your app store for “EMC MOBILE”.

 

 

  1. Service Request (SR) Monitoring

mobile_app_2Yep, I just mentioned Service Request Monitoring. I personally use the EMC MOBILE application frequently. The ability to see SRs on the go is critical, and allows engagement of the right contacts quickly. It also allows me to sign-up and “follow” a Service Request so I can be comfortable we have addressed it to resolution.

In addition, the app provides real-time access to the EMC Product Library, ECN, and EMC Highlights (product and features).

Within the MyService360 dashboard, the Service Request monitoring capability now also displays if an onsite service activity is required, and the real-time schedule of the activity – i.e. who will be onsite and when – pretty slick, if you ask me : )

It’s easy to stand on a stage and present a roadmap about what you “plan” to do. EMC takes our customer partnership seriously – we always have. The feedback we receive from our customers is taken just as seriously. It’s our role to make customers successful, remove complexity, ease the engagement, and make it even easier to do business. We continue to innovate our product portfolio and, in parallel, our services portfolio.

Make sure you follow our social media updates through @EMCservices@EMCsupport and @EMCCorp, for continued updates on our very own Service Modernization.

 

Alan Walsh

About Alan Walsh


Vice President, Global Support Center

Alan has been with EMC (now Dell EMC) since 1995, primarily in Services. Those years give him a unique perspective on the Dell EMC Services portfolio as well as global customers. Alan spent much of his career interacting directly with executive customers in all situations and geographies, and is currently responsible globally for Global Support Center.

Prior to this, Alan had global business leadership roles responsible for Remote Delivery for the EMC Data Protection and Availability portfolio, Unified Storage Division (1000+ team), and proactive customer engagement related to EMC’s Elite Program and Account Management Services. In these roles Alan also worked directly with both EMC and customer executives as needed on business problems and growing customer relationships.

Alan honed his technical, leadership and change management skills within EMC’s Support and Manufacturing organizations, and has applied his deep experience of EMC’s technology to grow the skill sets of both internal and partner service teams.

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One thought on “5 Features of a Modern Service Experience

  1. Thanks for the great update Alan, thanks you for the insights into how we value our customers and are always responding to their feedback.