Dell IT Proven

Dell’s Unique Customer Service Portal: You Can See Everything from Here

Jim Roth By Jim Roth Senior Vice President, Dell Digital May 21, 2018

It is a hallmark of the digital age—customers want real-time access to personalized business information along with the ability to control and use the information however they see fit.

That is the fundamental premise—and the key to success—behind Dell EMC’s groundbreaking online customer support portal called MyService360. Launched in May 2016, MyService360 is a place where customers can go to look at their Dell EMC installed base and customer service environment in a customizable view to suit their priorities.

The portal features a personalized dashboard that provides customers and partners with a 360-degree view of their installed environment, including incident management, onsite service tracking, and health and risk assessments.

MyService360 not only created a stir in the industry when we introduced it at Dell EMC World nearly two years ago, but it has been a growing hit with customers and partners whose user ranks have tripled since we launched.

In response, we continue to add new features to enhance the experience and are using the latest big data technologies to deliver the capabilities faster and faster.

Overall, MyService360 is a great example of the business and IT working together to drive customer benefit and the journey provides some best-practice insights for any application modernization efforts.

How We Started

MyService360 stems from our Dell IT team and the Dell EMC services business working together to bring about an idea —to evolve from being reactive and waiting for customer issues to happen — to creating a more proactive, predictive model.

Customers could be more proactive, if we shared the massive amount of information we collect on their installed base, including large amounts of IoT data our installed devices send along with various sets of internal customer data about their product and service history.

Since we had all this data in the Dell data lake, we thought why not just put an application on top of it and provide customers with a snapshot so they could see an overview of their service life. They could then slice and dice the data however they wanted for their needs.

MyService360 runs on Dell-on-Dell technology, including Isilon, ScaleIO and XtremIO as foundation for the data lake and Pivotal Cloud Foundry (PCF) for rapid delivery of portal capabilities.

Using our agile PCF framework to spin up micro-services in cloud native format, we are able to release new capabilities to customers every two weeks compared to the traditional release cycle of every three to four months. Upgrade launches now take minutes rather than two or three days.

Our latest upgrades include the ability for customers to look at a single asset view of their installed base. Previously they could only see a full view of their installed base. This lets users drill into a specific asset to hone in on a problem or a refined set of details. A second recent upgrade expands the range of installed products customers can see to include VCE, EMC, Cisco, VMware and Dell as components of broader solutions.

MyService360 is allowing customers to be more proactive with expanding capabilities, from alerts that let them know of impending problems before equipment fails to recommended code upgrades that enable them optimize their products and experience fewer issues down the road.

Dell, in turn, gets greater visibility into our customers so we can head off issues, save time and keep our customers happier.

A 360 View of Lessons Learned

As we continue to refine our MyService360 portal, there are a few best practices I can pass along:

  • Don’t be afraid to show customers their data, even if it is not perfect. We discovered that customers were actually the best ones to fix their data and customers like being involved.
  • Spend more time on interface design and the visual display of information. We spent a lot of time honing our data presentation to maximize user experience and it paid big dividends.
  • Find the right experts internally who can make the data actionable. We had some fantastic data scientists who really brought the data to life for our customers.
  • Speed is crucial and the Pivotal Cloud Foundry platform enabled rapid development, testing and refinement of the user interfaces and underlying capabilities.

Summary

MyService360 has been transformative for our customers and it keeps getting better and better every two weeks thanks to the modern technology we are using. Our customers can be more and more proactive which helps them focus on their business outcomes instead of IT infrastructure.

Isn’t that what digital transformation is all about?

Jim Roth

About Jim Roth


Senior Vice President, Dell Digital

Jim Roth serves as the Senior Vice President of Services and Marketing for Dell Digital. In this role he is responsible for digitally transforming services and marketing at Dell EMC through software platforms including customer relationship management, marketing automation, field service and self-service on dell.com and dellemc.com.

Jim has held a variety of senior level marketing, operations and product development roles. Prior to his current role, he led global services product development and marketing.

Jim holds dual bachelor’s degrees and a master’s degree from Northwestern University and a Master’s Degree in Management from the Stanford University Graduate School of Business.

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