So far, we’ve shared our thoughts on two unique attributes (Focused and Agile) that drive efficiencies in how original equipment manufacturers (OEMs) produce and support their products.
A third common trait we’ve seen during more than 12 years of helping OEMs choose the type of warranty and support service that makes the most sense for their products is Differentiation. Many efficient, successful OEMs tend to offer differentiating support services that can help drive new revenue streams.
Efficient OEMs understand that superior service is one of the most effective ways to set themselves apart from competitors. They look for ways to drive additional revenue through profitable support services tailored to meet the demands of their customers. Tracking customer support status can be a key to revenue generation.
Successful OEMs realize there is a huge market to be tapped based on understanding their customers’ technology life cycles. For example, if an OEM knows that customers will use its products for approximately six to seven years, the OEM may offer extended warranty coverage. This offer can be made either at the time of sale or by proactively reaching out to customers when initial warranties are about to expire. Extended hardware warranty service can provide additional profit for the OEM and can be aligned with extended coverage for other elements of the solution including software licensing and support.
Making the offer of extended coverage also restarts the conversation between the OEM and its customers. Even if a customer decides not to extend the warranty, the renewed conversation provides an opportunity for the OEM to discover other opportunities.
Efficient OEMs can also differentiate themselves from their competitors by helping their customers maximize productivity—proactive problem avoidance, remote monitoring, and self-support features like those offered by Dell enable the OEM to ensure continuous uptime for mission-critical systems. Customers purchasing OEM products may have exceptionally high expectations in terms of uptime. In fact, many large customers have stringent service-level agreements (SLAs) built into their RFP documentation. With the help of Dell OEM Solutions, OEMs can compete for profitable but high-SLA customers and provide assurance that those requirements can be met.
Another competitive service advantage is having access to the Dell Web site, which provides a highly regarded, one-stop shop for Dell platform documentation, video-based teardowns, script-based troubleshooting, BIOS and driver updates, and other support tools.
“Global support is a big issue for us and the quality of Dell’s support is a real differentiator… Dell ProSupport offers direct issue resolution at the customer’s site, which gives our customers confidence in their systems.” Alexander Gun, Head of IT Service, EXASOL
How does your organization differentiate with support services? Share your thoughts in the comments section below.
Need help rethinking your OEM support services strategy? Download this free white paper, “Six attributes of efficient OEMs” now.
If you are interested in learning more about support services from Dell OEM Solutions, please visit our website, tweet us, or contact our services consultants.
Continue Reading Part 4: Do your OEM support services give your customers peace of mind?
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