Management Insights

//Management Insights
Management Insights 2017-09-07T17:33:33+00:00
Many customers are still not aware of Dell’s OEM division. This division of Dell provides our clients with OEM ready products that allow our clients to deploy their appliances on a global scale. Dell’s product’s come with Global Certifications and Support. Key ingredients to Dell OEM’s success in the market and with our customers are based on the following elements:

  • Design: Products are design by Dell Product Teams. Fully vetted and qualified with all pertinent content that delivers the highest quality in the marketplace.
  • Branding: Dell has provided product SKU’s on ALL their PowerEdge servers that allow our customers to brand the system (Bezel) and Packaging (Box). Splash screens and LCD’s (located on the servers) can also be customer branded.
  • Compliance: Dell’s product certications cover all the major countries that customers would ship to. A custom design would require additional engineering fees (NRE) to test and validate to each country which costs significant amount of money ($50k+).
  • Support: Dell’s ProSupport offers clients a seamless, easy to use support organization to assure onsite break-fix repairs of any failed system/component. White box designs require parts logistics and 3rd party onsite technicians to deliver the same type of support. These costs are significant when compared to Dell’s offering. Dell support is purchased with each product and is offers clients several flexible offerings depending on their customer SLA’s.
  • Life Cycle: Products are offered with roughly 3yr product life cycles at launch. This is typically more than enough for customers who need to introduce additional technology features to support their changing software requirements. Programs that extend the life cycle of Dell products are also offered if customer requirements dictated life-extention.
  • Brand Protection

Leveraging Dell’s leading product design, quality and support assures clients that they get the best quality rates in the industry and quick, efficient support when failures to occur.

When we engage customers they often have cost targets they are trying to achieve. Rarely, do customers factor in the total costs of the products they deploy. Support and Engineering costs are usually isolated from their cost analysis and yet it represents a significant cost and customer experience. When considering a technology partner for your software application we recommend you evaluate the following items before selecting your technology platform:

  • What Service Level Agreement do you want to offer your clients? Next Day onsite support, 4-Hour Mission Critical response?
  • Do you want this support on a global basis?
  • Do your customers want to keep their hard drives when they fail due to sensitive data that resides on the storage device?
  • Does the product offer certifications for the countries you are targeting for sales? If not, what are the NRE costs to achieve these certifications?
  • What is the process for the support model when problems occur? This will be your customers experience! You want to make sure your brand is offered with a best-in-class experience and your partner should deliver on this expectation. References from other clients should be requested to assure you are getting what you expect.
When customers need hardware (systems) to be deployed with their software how does your integrator engage this process?  Most of our competitors are too focused on the commodity hardware when engaging new customer opportunities.  They focus ALL their efforts on getting you a quote on a product that meets your technical requirements and fail to address the entire model.

When CCI engages a client our first questions are:

  • Will you be deploying your solution globally?
  • How will you support the product when it fails and what Service Level Agreement (SLA) do you want to offer your customer (eg. Onsite repair – Next business day)

Our experience tells us that these two questions are more important to delivering you the best solution than just focusing on a hardware platform.  The answers to the questions above help us determine the best technology partner for your solution and these are the first questions an integrator should be asking its prospective clients.

If you are deploying globally then your platform needs to have the certifications necessary for your targeted regions.  If they don’t then your product may get caught up in customs.

If you want Global Onsite support the service solution should be quick, seamless and cost effective.  Service is where our customers get their brand recognition.  No one pays attention to the hardware platform until it fails.  The experience the customer has with service triage, response rates, and repair SLA’s are the key ingredients to protecting your brand. Make sure this element of the offering you choose is fully vetted so you are sure the service process meets your expectations.