Dell Computer Corp is to provide customer support over the internet under a new E-Support-Direct initiative, announced yesterday at an event in Round Rock, Texas. It says the system will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Dell intends to provide tailored services for higher levels of uptime, streamlined support and lower cost of ownership. By the end of 2000, it expects 50% of its customers needing technical support will use the services.
Components of the system include the OpenManage Resolution Assistant, an internet-based systems management and support software tool available initially on Dell PowerEdge servers sold in the US – but on the full product line worldwide by the end of 2000. Resolution Assistant detects system problems digitally and enables users to set the levels of support and security required. It can be downloaded from the company’s website, free of charge. HelpTech is an online help desk system aimed at Dell corporate and public sector clients, for viewing service call incidents online. And Order Status with Shipping Detail tracks system orders from submission to delivery. Dell went to Austin, Texas-based support chain automation specialist Motive Communications Inc for some of the technology included within OpenManage Resolution.
At the event, Dell previewed a simplified consumer PC codenamed Webster, likely to be one of the first desktop systems to include the new support options. The Webster will come without disk drive or CD-ROM and will use USB ports rather than legacy PC ISA ports. Inevitably, its rounded shape reminded some of Apple Computer Inc’s iMac. The device is due out later this year. It is still, however, a PC, Dell emphasized, and will conform to the Easy PC guidelines. It’s possible that Dell will sell the device in conjunction with its recently launched internet service, in the same way that many budget free PCs are now being sold. Prices and terms, however weren’t being revealed yesterday.
