Dell introduces DellConnect 

BANGALORE: As part of Dell's $100 million investment in improving service
and support, the company said it is arming all of its service agents for
consumers and small businesses with the ability to remotely diagnose and correct
common technology problems.



The tool-DellConnect-allows a technician to troubleshoot and help solve a
customer's computer problem over a high-speed broadband connection. It is
employed during a technical-support call with the customer's permission, and
allows Dell service and support representatives to quickly and efficiently help
correct many problems that cripple computers and cause frustration. There is no
additional charge to Dell customers when used to fix issues covered by the
hardware warranty for Dell notebooks and desktop computers.



“We're pleased to offer this technology which helps solve our customers'
problems directly at home in real time at no additional cost,” said Rajan
Anandan, Vice President & General Manager Dell India — Sales and
Marketing. “We believe this is a better option than planning a visit and
having to pay more than $100 for the privilege. The days of the PC house call
are on the wane. “The hundreds of thousands of surveys we've done with
customers show this is the future of fixing most common problems,” Rajan
added.



DellConnect works by remotely connecting to a customer's computer with their
permission via a broadband connection. It has proven effective in correcting
common computer issues that often slow the performance of computers, such as
software and maintenance issues, as well as installing the right setting, or
software “drivers” for running printers, cameras and other gadgets.



Technicians first began using the tool-then called TechConnect-late last
year to service U.S. consumers. Of more than 750,000 U.S. customers serviced
with the new tool to date, 95 percent said it was easier to troubleshoot the
problem with a service agent and that they would recommend use of it to others.



This year Dell expects to spend more than $100 million to regain its leadership
position in customer service. The company has hired more than 2,000 new sales
and support personnel in the US, and is enhancing the training of more than
5,000 support personnel globally.



In addition, the company has 10 new or expanded global call centers, including
in Oklahoma City, Okla.; Edmonton, Canada; Manila, Philippines; and Halle,
Germany. The investments have resulted in a number of improvements, including a
50 percent reduction in customer hold times.



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