Service Excellence

Proactive Services By Design – IT Support

Mary Cay Kosten By Mary Cay Kosten Senior Vice President, Dell EMC Customer Support Services June 24, 2014

30180_Women-server-tech_9677_5400-720x470Most IT professionals prefer a proactive approach to support when managing their IT environment. Who doesn’t want to prevent issues from impacting their environment or causing costly downtime? To be successful, you need the right tools and resources from your technology vendors. EMC continues to invest in its Agile Services model, first introduced in 2011, to empower customers to be increasingly proactive in managing their environments.

The EMC Online Support site is a major component of the Agile Services model. Its on-demand tools and information are instrumental in helping customers meet their business needs. Customer demands evolved over the last 10 years from access to static information such as documentation, to a comprehensive suite of tools ranging from online chat and vibrant support communities to remote monitoring and predictive technologies.

14smAwdLogoBy continuously soliciting customer feedback and responding with key innovations and ongoing investments, EMC stays ahead of these customer demands. This month, the Association of Support Professionals (ASP) named EMC one of the top 10 “Best Web Support Sites of 2014,” complementing our 2013 award and strongly validating our efforts.

I invite customers who are not taking advantage of’s proactive capabilities to watch this video to see what you’re missing:

For example, the “My Product” feature presents a single view of your installed base with detailed product and contract information. It delivers detailed reporting on topics that matter most to you, such as remote connectivity status, service requests, and maintenance contract expiration. This enables you to optimize product performance, reduce stability and vulnerability issues in your environment, and streamline your self-service experience.

We would love to hear your ideas for new features you would like to see us consider for the site!

Mary Cay Kosten

About Mary Cay Kosten

Senior Vice President, Dell EMC Customer Support Services

Mary Cay Kosten is Senior Vice President, Dell EMC Customer Support Services. Mary Cay leads a team of more than 7,000 professionals that service Dell EMC’s global customer base. Mary Cay is responsible for creating and driving Dell EMC's customer service strategy and programs spanning remote support, field service, product installation and repair, proactive maintenance, logistics, repair, escalation, and service account management.

Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining EMC, she was vice president of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun’s support services.

Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for “An Outstanding Customer Service Experience,” the TSIA Award for Excellence in Service Operations, and was inducted into the STAR Awards Hall of Fame.

Kosten is a 2008 recipient of the Denver Business Journal’s Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the steering committee for TSIA’s Women in Services community of interest.

She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.

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