Maximise your on-site support capabilities

Maximise your on-site support capabilities Introduction to Customer Appointed Service Provider program Dell Partner Direct – EMEA What is a Customer...
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Maximise your on-site support capabilities Introduction to Customer Appointed Service Provider program Dell Partner Direct – EMEA

What is a Customer Appointed Service Provider? A Customer Appointed Service Provider (CASP)…

• is a Dell channel partner designated by their customer as the primary provider for hardware maintenance support* • resolves hardware issues with customers from start to finish • resells a Dell ProSupport service agreement to the customer • receives a labor remittance from Dell for work performed**

Interact with Customer to resolve hardware issues

Diagnose hardware issue & dispatch parts

Resolve hardware failure onsite at Customer

Receive labor remittance from Dell**

*Applicable to Dell clients, servers, laser printers and select storage platforms. Does not pertain to Dell EMC, EqualLogic, or Compellent storage. ** on qualified Dell systems

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Confidential training material for use by Dell Partners only. © 2011 Dell

May 2011

Customer Appointed Service Provider program provides you customer with a choice for on-site support Dell-led support model

Customer Appointed Service Provider model

Partner resells, Dell delivers

Partner resells, Partner delivers

Partner resells ProSupport

Partner resells ProSupport

Partner

Partner

Onsite hardware support

Customer

Customer

Dell

Customer designates partner as service provider

Hardware support

Dell Online Self Dispatch

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Confidential training material for use by Dell Partners only. © 2011 Dell

Partner utilises Dell infrastructure to streamline issue resolution for Customer

May 2011

Partner / Program Alignment

Recommended in-house partner capabilities

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Customer rapport

On-site support practice

Help Desk capabilities

•Adept at developing and maintaining long-term customer relationships

• Established systems maintenance disciplines

•Customer service protocols in place

Confidential training material for use by Dell Partners only. © 2011 Dell

May 2011

How the program works Customer initiates service call with Customer Appointed Service Provider

Customer Appointed Service Provider

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Self-administers support* via Dell Online Self Dispatch tool: • • • •

Log & Track service call Diagnose hardware issue Dispatch replacement part *Automated labor remittance from Dell

Customer Appointed Service Provider makes repairs at customer site 3

*Customer Appointed Service Provider program and Dell Online Self Dispatch applicable only to: • Optiplex; Latitude; VOSTRO; Precision; Laser Printers • PowerVault storage; PowerConnect; PowerEdge • Blades (Support is limited to power supplies and hard drives when requesting parts online. PowerEdge certification must be completed.) • Does NOT include EqualLogic, Compellent, or Dell EMC storage platforms. Page 5

Confidential training material for use by Dell Partners only. © 2011 Dell

May 2011

Streamline support with Dell Online Self Dispatch A single portal for efficient self-service support management

Dell Online Self Dispatch

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Training & Troubleshooting

Diagnose & Dispatch

Incident tracking & monitoring

Automated labor remittance

Confidential training material for use by Dell Partners only. © 2011 Dell

Regional entry requirement and service differences are documented in the global DOSD enrollment contract

May 2011

Improve your efficiency with Dell Online Self Dispatch Dell Online Self Dispatch single portal for self-service support management

Streamline support to improve your IT staff efficiency and productivity Diagnose issues, dispatch parts and file remittance claims through a single portal

Resolve issues expeditiously for your customer 24x7 access to online training, troubleshooting tips, and Dell expert resources

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Confidential training material for use by Dell Partners only. © 2011 Dell

Free up resources in your IT department

$ Improve your agility

May 2011

Improve your bottom line with Dell Online Self Dispatch Dell Online Self Dispatch single portal for self-service support management

Earn labor remittance on qualified systems

$ Reduce inventory stocking costs

Simply parts ordering and labor remittance Parts dispatch, shipment tracking, and labor remittance facilitated through a single global portal streamlines processes

Minimise inventory overhead Just in time online parts ordering reduces the need for you to maintain a spare parts inventory "just in case"

*on qualified systems

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Confidential training material for use by Dell Partners only. © 2011 Dell

May 2011

Streamline support with Dell Online Self Dispatch

Enhance your IT productivity by resolving everyday hardware incidents with convenient online access to Dell parts

Dell Online Self Dispatch single portal for self-service support management

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Resolve issues more efficiently for your customer

Streamline support to improve your IT staff efficiency

24x7 access to online training, troubleshooting tips, and Dell expert resources

Diagnose issues, dispatch parts, and file remittance claims through a single portal

Simplify part ordering & install

Minimize inventory overhead

Convenient online ordering for replacement parts with customizable tracking and reporting

Just in time online parts ordering reduces the need for you to maintain a spare parts inventory "just in case"

Confidential training material for use by Dell Partners only. © 2011 Dell

Regional entry requirement and service differences are documented in the global DOSD enrollment contract

May 2011

Expand services you provide to your Customers as a Customer Appointed Service Provider

$

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Free up resources in your IT department

Earn labor remittance from Dell on qualified systems

Resolve hardware issues expeditiously

Reduce inventory stocking costs

Confidential training material for use by Dell Partners only. © 2011 Dell

Expand your Help Desk capabilities

May 2011

Access key ProSupport features Diagnostics & Troubleshooting

Support service local business hours

Basic

ProSupport





Support service 24x7x365 Basic hardware phone support

√ √

Certified hardware and software support Online support tools (web, chat and email)

√ √



Local based support service



Collaborative software/3rd Party troubleshooting



Customer self-identified severity level 2 & 3



Application/Software & OS how-to assistance for end-users



Wireless & networking configuration assistance

√ Upgrade Upgrade

Customer self-identified severity level 1

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Parts & Labor Dispatch



Online Self Dispatch for parts/labor



Relationship Support

Upgrade

Next business day onsite parts and/or labor dispatch

Escalation manager intervention for crisis management (on per incident basis)



4 –hour onsite parts and/or labor dispatch

Upgrade

Mission critical response: Select between 2hr, 4hr, or 8hr onsite parts and/or labor dispatch

Upgrade

Global command center: crisis management & Mission critical dispatch monitoring

Confidential training material for use by Dell Partners only. © 2011 Dell

Upgrade

May 2011

Enhance your overall value as a Customer Appointed Service Provider $ Free up resources in your IT department

Resolve hardware issues expeditiously

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Earn labor remittance from Dell on qualified systems

Expand your Help Desk capabilities

Reduce inventory stocking costs

Maintain a high degree of customer contact

Customer care Customer engagement

Confidential training material for use by Dell Partners only. © 2011 Dell

Customer value

May 2011

Next Step: Program Enrollment Enroll via http://dosd.dell.com

Become a Customer Appointed Service Provider • Establish primary service support relationship with your Customer • Complete the CASP agreement at http://dosd.dell.com (Partner and Customer signatures required)

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Confidential training material for use by Dell Partners only. © 2011 Dell

May 2011

Next Step: Dispatch Training Access online dispatch training via http://dosd.dell.com

Complete required Dell Online Self Dispatch training • Access to training is granted after your Customer accepts terms and conditions designating you as Customer Appointed Service Provider

• Two technicians should complete online Dell dispatch training for: - PowerEdge™ Systems - PowerConnect™ - Notebook Systems - Desktop Systems - PowerVault™ - Printers - Blade Systems Page 14

Confidential training material for use by Dell Partners only. © 2011 Dell

All online training is free of charge

May 2011

Customer Appointed Service Provider program

Improve your IT staff productivity

Value to Dell Partners

Streamline support for improved efficiency

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Confidential training material for use by Dell Partners only. © 2011 Dell

Reduce overhead costs

Maintain long-term customer relationships

Enhance your support capabilities

May 2011

Contact your Dell Sales team for additional information