Dell wants to double its services division revenues to $6bn within three years. The division currently makes $3bn, 10 per cent of the company's total annual earnings.
To hit the aggressive new target, Dell has beefed up its customer services centres in Dublin and Bracknell over the past 12 months, standardising response techniques and investing in staff training.
It currently concentrates on technology optimisation services, including the validation and tuning of applications on Dell/EMC hardware, rapid deployment services and system uptime services.
Maggie Willis, customer services director for Dell UK & Ireland, told vnunet.com: "We want to double overall services revenues and especially double server and storage enterprise service revenues over the next three years.
"We will achieve this through organic growth and selected purchases."
The direct selling vendor now has 500 dedicated technicians for Europe, including 70 engineers in its Enterprise Expert Centre.
Each member of the Centre has at least 10 years' experience, and is dedicated to providing support for the vendor's gold and platinum level customised service offerings.
Each programme also includes technical account management services, proactive support and rapid four-hour resolution direct to the firm's senior support engineers.
Gartner Dataquest research published in July reported that Dell has better than average response statistics for remote resolution (90 per cent compared with 44 per cent industry average), first-time-on-site resolution (90 per cent compared with 87 per cent) and total resolution time (one hour compared with five and a half hours).
Tom Kitt, customer services director for Dell Europe, commented: "We have been training our staff on softer skills and standardising trouble-shooting and problem solving to reduce the need for multiple calls."
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