 PRESENTED BY:-

 SAMIDHA SINGH
 VIPUL VERMA
 VISHAL
 SONU
 Started in 1980 by Michael dell
 First one to sell direct to customers
 Vision-”SELL CUSTOMIZED ,BUILT TO
OREDER PERSONAL COMPUTERS
DIRECTLY TO CUSTOMERS”
 Went public in 1988 by issuing 3.5 million
shares of US $8.50
 1984 changed as dell computer corporation
 1992 mention in fortune magazine list of 500
 Worked on model of direct selling
 Launched “E-support direct from dell”
 In may 2001 dell opened its first customer
contact center in india.
 Started operation in 2001
 Main function was to provide technical
support,make outbound sales call,back office
support
 Received complaint from US customer in
2003.
 Complaints mainly regarding langauge ,long
hold time and scripted responses
 Corrective measures taken by dell
 Failed to complement growth in sales with
good customer service
 Operation CRM- “front office CRM”
placing of orders and need for service-
- telephone
- website
 Collaborative CRM-direct communication with
customers not envolving sales or service
representatives
 1999,dell launched”E –support direct from dell”
 Analytical CRM-
formed an analytics team
proficient of data mining and analytical modeling
 To develop new model and process
 The approach was not customer centric
 Lack of consistency in service quality
language difficulties
long hold times
scripted response
 Large number of products handled by dell india
 Talent supply at the middle level management
 Recruitment of right employees for specific job(inappropriate
selection process)
 High attrition rate(wrong hires, inability to cope with stress)
 Focus on generating revenues
 Cultural differences
 Inappropriate accent training
 Customized and variety of products and
services
 Increase in the volume of sales
 Increasing in demand and less supply
 DELL NEW PRO SUPPORT
- collabrative support for hardware and software
- 24*7 expert centre phone and online support
- next business day onsite service
 DELL CONNECT
a remote diagnosis and resolution tool
 DELL’S PROACTIVE MAINTAINANCE
assesment and recommendation for updating drivers and
flimware
 DELL CORPORATE AND BLOG AND WEBSITE
corporate blog and forum
dell studio and idea storm
 Dell should always keep in mind that successful crm implementation are
associated with comprehensive efforts to-
 Revalute and refine all customer facing business processes
 Develop ,motivate and reculture customer facing as well as back office
service and support personnel
 Select and tailor appropriate CRM enabling technologies
 Dedicated support lines for different
products
 Staffing inline with the priority of products'
sales potential and expected cash inflow
 Immediate feedback call reverts to customer
to analyze satisfaction levels
 Educate consumers about online support
available for elementary problems
 Make segmentation ,identify customers.segmentation
on the basis of detailed data will help dell building
closure relationships with customers
 Listen to the customers to make sure what they need
and when need and responding them
 Learn from customers as much as possible
 Provide better customer support after sales over the
phone and internet
 Before building any product they should what a
customer want for this they need to train entire sales
team and make them understand the customers
requirement and convey it to the production
department