Dell has chosen Limerick as the location for its new Enterprise Command Centre (ECC), which will provide round-the-clock high-level support for storage and server customers in EMEA.
The new Enterprise Command Centre (ECC), which will be operational in November 2004, will provide real-time tracking of customer issues, technicians and service parts. The centre will also use live weather and news feeds to identify and mitigate any potential delays in customer service. The centralised base of
operation enables Dell’s technical support experts to visually track and manage service delivery from beginning to end while helping to reduce reaction time and customer downtime during critical situations.
The computer maker said it chose to locate the ECC at its Limerick
manufacturing facility because a large number of the functions being managed in Limerick are linked with those of the new centre. These functions include parts, procurement, management and planning. ‘For a service like this it’s very important to be close to people who have the hardware parts,’ said Tom Kitt, services operations director, Dell EMEA. ‘Ireland is already a key provider of advanced enterprise services but today’s announcements further reinforce the
importance of Ireland as a strategic location for higher value add functions.’
The ECC in Limerick is the third such centre for Dell worldwide and is part of the company’s plan to introduce the ECC to other key markets. The company claimed that since the ECC began operations in the U.S. last November, the operational efficiency of Dell services has increased by nearly 25 per cent.
The company also announced last month a new advanced level of enterprise support service, to be called Platinum Enterprise Service. The service, which accompanies the existing Gold, Silver and Bronze services, provides customers with support from a dedicated technical account manager. Platinum also incorporates added expert advice from Dell’s most senior engineers and a single point of contact for all enterprise-class systems issues.
The service is intended for large organisations that need comprehensive, customised support for its entire operation, and aims to improve overall system availability and lower the total cost of ownership.
In a further announcement, the Dell Applications Solutions Centre in Limerick, a presales facility that allows customers to test drive complex systems prior to purchase, is to double its existing capacity. The lab is used to simulate a variety of real-world issues from business continuity planning, scalability testing, capacity planning, performance tuning, and application transition analysis.
15/11/04
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