Dell builds support command centre

Dell's services group has built a high-tech command centre designed to help the company better track its support staff and supply...

Dell's services group has built a high-tech command centre designed to help the company better track its support staff and supply chain and give it a faster response time to disasters at customer sites.

The centre will have 60 staff and is primarily being used to give Dell a centralised place to resolve customer issues in its server and storage business.

"The Enterprise Command Centre is looking at where the most available technician is to the site," said Gary Cotshott, vice-president and general manager of Dell Services. The centre will support customers in the US, Canada and Latin America.

Dell's centre will operate continuously and has been modelled on similar crisis centres set up by emergency response departments and corporations.

It will also allow Dell to be more responsive in getting customers running again after natural disasters, Cotshott said.

For example, Dell will use the centre to take a look at which of its customers might be affected by the next major hurricane and to then develop a plan to replace equipment that might be destroyed, and restore the customer's data

"We can go in, look at our database, determine the bevy of parts that we have located in the various remote parts depots," he said.

"We want to do the best that we can to be on top of events that are occurring," Cotshott said. "They could be political, they could be terrorist-related, they could be natural kinds of disasters."

Robert McMillan writes for IDG News Service

 

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