Businesses relying on Dell server and storage products in Australia, New Zealand, India and all of South Asia will benefit from high-level enterprise service delivery and support provided by Dell's new enterprise command center (ECC) opened in Penang, Malaysia on January 26, 2006.
Like similar Dell centers in the United States, China, Ireland and Japan, the Malaysia Enterprise Command Center, the company's third in Asia Pacific/Japan (APJ), tracks and helps respond to and resolve critical server and storage issues for the region's corporate and institutional customers. The center represents the best global practices of such crisis-management centers.
Dell Chief Executive Officer Kevin B. Rollins was on hand to formally open the Malaysian ECC, together with Penang Chief Minister YAB Tan Sri Dr. Koh Tsu Koon.
"Customers recognize and are choosing Dell for our enterprise technology," said Mr. Rollins, Dell’s CEO. "The Malaysia center reinforces our commitment to exceptional enterprise service delivery in the region by constantly enhancing our already significant service capabilities."
The ECCs incorporate industry-leading technologies to provide real-time tracking of calls, technicians and parts. Dell's first-time resolution of customer issues in APJ now stands at 97%, in part as a result of the creation of the ECC concept.
"We're continuing to provide customers with new, leading services to assure the integrity and performance of their networks," said Steve Felice, President, Dell Asia Pacific/Japan. "Already about one in every five servers purchased by customers in this region is from Dell, and that number is growing."
Dell's ECCs facilitate the efficient redeployment of technicians and routing of parts to customers' sites by monitoring complex, external factors such as weather and traffic patterns that may cause service delays. In challenging situations like a power outage, the ECCs use mapping programs that mobilize and direct emergency resources, enhancing Dell's ability to keep customers' critical systems up and running.
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