Service Excellence

Dell EMC Services a Winning Combination for TSIA Awards

Barbara Robidoux By Barbara Robidoux Senior Vice President, Dell Technologies Services and Dell Digital October 27, 2016

At Dell EMC, our first priority is our customers and our focus is on providing them with best-in-class services and innovative solutions to drive their digital transformations. Nothing is more important to us. Of course, it’s one thing for us to believe it; it’s another for the Technology Services Industry Association (TSIA) to recognize us for it – which is precisely what TSIA announced on Tuesday October 18th, by awarding Dell EMC with two TSIA STAR Awards for Best Practices in Service Offer Development and Innovation in the Transformation of Support Services!

TSIA_awards

Our award for Best Practices in Service Offer Development highlights how through comprehensive in-depth research, close collaboration with channel partners, and utilization of proven design principles, we were able to complete a multifaceted portfolio redesign and introduce a simplified deployment services model that meets customer needs and fully enables the channel.

The result was ProDeploy Enterprise Suite – a comprehensive set of services, training and professional certifications aligned directly to top customer preferences and common deployment scenarios. As part of the process, we were able to validate, through third party studies, improved efficiency and effectiveness for customers who leverage Dell EMC Service experts and our partners for deployment. Organizations outsourcing deployments experience 91% less IT effort, 75% less planning time, 39% faster deployment and 50% fewer support calls*. And most importantly, we believe the best practices put into developing ProDeploy Enterprise Suite are now manifesting in real world results including a 95%+ customer satisfaction rating for the services.

Our TSIA award for Innovation in the Transformation of Support Services recognizes Dell EMC Services’ evolution in meeting the needs of our ever-growing customer and technology bases. Through our services transformation initiative, we implemented our vision of leveraging big data and analytics to provide a proactive, predictive, personalized and solutions-based customer support experience. We received the STAR Award because our services transformation is fundamentally redefining the type of support our customers receive:

    • MyService360™ – Leveraging big data analytics to provide customers actionable insights across their global install base through a proactive, personalized dashboard.
    • Knowledge-Centered Support (KCS) methodology to develop an Intelligence Matching and Swarming support model.

By establishing these innovative capabilities, Dell EMC has realized positive business and customer outcomes, which further strengthens our reputation as a leader in IT services, and most importantly, our ability to support customers with virtually all of their IT needs.

Melanie Vogel and Rex Martin

Melanie Vogel and Rex Martin celebrating the TSIA STAR Award for Innovation in the Transformation of Support Services. Technology Services World (TSW). Las Vegas, Nevada.

TSIA_Team

Dell attendees celebrating the award for Best Practices in Service Offer Development. Technology Services World (TSW). Las Vegas, Nevada.

*Source: Based on “Deploying New Dell Solutions with Dell Deployment Services”, a Principled Technologies Test Report commissioned by Dell, August 2015.

Barbara Robidoux

About Barbara Robidoux


Senior Vice President, Dell Technologies Services and Dell Digital

Barbara Robidoux is Senior Vice President, Dell Technologies Services and Dell Digital. In this role Barbara is responsible for driving marketing innovation in support of strategic priorities such as lifecycle management of Dell Technologies services portfolio, strengthening the partner ecosystem, and ensuring go-to-market alignment between all aspects of Dell Technologies Services with product divisions and sales.

Barbara has held other marketing leadership positions at Dell EMC, most recently running EMC’s Worldwide Executive Briefing Center program and Global Customer Reference team. Prior to that, she ran Product Marketing for five years.

Before joining EMC (now Dell Technologies), Barbara held product marketing positions at Cambex Corporation and Data General. She holds an undergraduate degree and MBA from Babson College, and attended the University of London in London, England.

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