I am absolutely thrilled to announce the expansion of the Designated OEM Queue service to the EMEA region. Given the unique needs of Original Equipment Manufacturers (OEMs), Dell OEM Solutions has expanded our designated phone queue staffed with senior-level agents, providing a best-in-class customer experience. This optional technical support queue capability is available at no additional cost for Dell OEM Solution Customers who already purchase either ProSupport or ProSupport for OEM.
With ProSupport, our OEM customers have been able to redirect resources within their organizations, leveraging Dell experts and reducing or eliminating time spent troubleshooting issues. They now have dedicated Dell OEM agents available 24x7x365 for tags throughout the entire Americas region and EMEA region. Expansion plans are currently underway to provide this service to the APJ region in the near future.
OEM Customers with ProSupport have access to an exclusive phone number and identification code that ensures they are routed to the specialized OEM phone support queue. OEM-trained support agents based in region specific call centers ensure around the clock multi-channel support via phone, email and chat. This solution creates a single point of accountability to our customers to reduce downtime for their end users.
The Designated OEM Queue demonstrates Dell’s continued commitment and investment in serving both our customers and their end users. With Designated OEM Queue and ProSupport, OEMs have the ability to:
- Leverage Dell’s global scale and skill with access to a team of more than 30,000 experts supporting more than 100 countries.
- Reduce downtime with a next Business Day onsite service that offers four and eight hour parts and labor response options.
- Overcome complexity to focus on innovation with third-party collaboration for hardware issues.
- Access OEM-trained support experts for shorter calls—available at no additional cost.
We understand that every OEM customer of ours is unique with different go-to-market requirements, and we believe this offering provides global services that are customized towards your business needs.