Hi Patrick,
I took the liberty of reading your message addressed to Kemble. Hope you don't mind.
Thank you for the article. I have been in Information Systems for a while, and I know what a help it is to have a technical expert around during migration. I remember when people were installing Windows on a local area network, without any guidance. I don't think that will happen anymore. Now, Microsoft provides these Resource Guides that address all concerns of rolling out migrations and upgrades within in a company from the pilot programs to the technical details of how to actually do it.
What is new about Dell, and what I am waiting for is how they can even better this by reviewing migration plans before I do it. The Resource Guide requires you to fill it out on paper and if you want Microsoft to review it, get out your credit card. Dell, I hope, will do this all through the internet, so they ask the questions, you answer them, they review them and set you up with what you need. They will probably even tell give you the cost justification for your manager! I hope. That is customer service!
And this is truly a savvy move on Dell's part. They are not just saying, "call us when you want something". They are saying, "Uh, hi. I will work for you. I will become a virtually employee of your XYZ Company. I will do the cost justification. I will do the analysis. I will put together the time line. I will put together the integration considerations."
And Dell will make a ton of money doing this because they are going to identify all the companies that need upgrades that don't have the time or external expertise do it themselves.
I would not just call it customer service. I would also call it subtle invasion. They are not going to be viewed as a "company", they are going to be viewed as a "department".
I am also waiting for these guys to come up with a consulting arm. A technology company, one that sells PCs, doing corporate process re-engineering instead of some big 8 (6?) accounting firm. Definite potential. Imagine Arthur Andersen doing your re-engineering and then handing you off to their PC department for your PCs.
Jusy my opinion.
Jon :) |
