EMC Customer Service: Our Hall Of Fame Achievements

first_imgWhy This MattersTSIA’s STAR Awards are recognized as one of the highest honors in the technology services industry. Winning these awards brings me much joy, as it reinforces EMC’s position as one of the market leaders in customer service – providing a proactive, predictive support experience that helps customers achieve their targeted business outcomes.Our Winning ApproachEMC Global Services has a three-pronged approach that has yielded us much success through the years. Without giving away all of the ingredients in our special sauce, here’s the approach we take:We Ask, Customers Respond, We ListenEMC uses several listening channels to develop a 360¡ view of our customers’ perceptions and experiences across their journey of buying, deploying, and operating EMC products, solutions and services. When we ask, we truly want to hear how we can improve. It’s not about a survey score; it’s about the success of our customers — our number one priority. Our commitment to a customer-first approach permeates every level and aspect of EMC – a tradition that has been in place for more than 30 years.We Drink Our Own Kool-Aid® For example, we use the EMC Federation Business Data Lake to gain insights into how our customers are using our products – insights that help us make informed business decisions and provide customers a proactive support experience that helps them identify issues before they ever impact their IT operations.We Enhance Our Products’ ServiceabilityOur engineering teams are constantly asking themselves how we can make our products even easier to self-maintain. For example, by designing and empowering our customers to self-install Customer Replaceable Units (CRUs), our field service personnel can focus on being even more proactive in helping customers optimize the performance of their EMC technology.(From left to right: Phil Lora, Frank Coleman, Kim Garbarino, Mary Cay Kosten, Ruya Atac-Barrett, Carolyn Muise, Shawn Murphy, Santiago Perez-Kolk)I’m thrilled to congratulate EMC’s entire services team for a job well done. And while I’m incredibly proud of our work and the recognition that we’ve received, I’m even more proud knowing that we won’t rest on our laurels and will continue to look for ways to improve and provide the best customer experience possible. By recently winning two STAR Awards from the Technology Services Industry Association (TSIA), EMC earned a 5th TSIA Hall of Fame Lifetime Achievement Award, only the second company to achieve this level in TSIA’s history.The TSIA defines service excellence with a litany of specific criteria and for an organization as large as EMC, it’s no easy feat to maintain these standards year-to-year. We’d like to believe that only through the dedication, smarts and talent of our people and the close, honest relationships we enjoy with our customers that we are able to achieve these standards consistently.For 2015, EMC won for:Best Practices in the Delivery of Field Service: EMC was recognized as the company that has most clearly and effectively delivered breakthrough results and established best practices in the improvement of customer, employee, and/or financial performance metrics within field services. Innovation in Leveraging Analytics for Service Excellence: EMC was recognized for demonstrating it has best leveraged analytics to improve operational performance, service levels or the customer experience.last_img read more

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The Modern Datacenter Architecture on Display at Dell EMC World

first_imgDell EMC World is right around the corner (May 8 thru 11). If you are anything like me, you know that not all conferences are the same. I’ve probably attended hundreds over my career – both industry and company specific. Some are good. Some are fantastic! I can’t remember looking forward to a conference as much as I am looking forward to this year’s Dell EMC World in Las Vegas. Why? A couple of reasons come to mind. For starters, all of Dell Technologies will be in one place, under one roof, at one conference. That’s exciting. The second reason is that I won’t have to hold back discussing the evolution of Dell EMC servers.We are expecting almost 13,000 people from more than 3,000 companies to attend this year. Meeting the admins, directors, and executives and talking about their business is the most rewarding part of the show for me. Over the years, the conversations around compute have changed a lot. In the past, we often spoke of server density and processor speed, but this year, I expect the chats to be around applications and consumption and how infrastructure can be optimized for specific workloads.What to See at the ConferenceThis year’s Dell EMC World will include immersive experiences and demos. Our Solutions Expo is always buzzing and so much fun. Sure, there is plenty of physical technology you can see and touch. But what is also inspiring is to see how people use it. I’ve seen race cars and hospital rooms in years past. Will the IoT cow from our TV commercials make an appearance this year? Who knows. But if you are going, make sure you swing by the Dell EMC PowerEdge server booth right in the middle of all the action. We’ll have plenty to show you.Listen, Learn, and TouchThis year’s event will have over 500 sessions and topics as well as hands-on labs. These are great opportunities to hear from some of the brightest minds across Dell Technologies. It’s your best chance to network with others and hear about the technology shaping their business. I realize that you can’t attend every session and you are likely mapping out an itinerary that covers technology you use and might use. With the data center transforming to a software-defined and workload centric model, make sure you have a couple of PowerEdge server sessions or hands-on labs on your list. We will have some really exciting things to share with you around automation and security. Here’s a list of sessions and hands-on labs.The Bedrock of The Modern Data Center: PowerEdge & Extreme Scale InfrastructureTop New Technologies Inside Dell EMC PowerEdge Servers That Will Change Your TCODell EMC PowerEdge Server Systems Management OverviewServer Management Simplicity Series: Deploying & Monitoring Dell EMC PowerEdge ServersIs Your Server Infrastructure Secure?Dell EMC Ready Nodes as a Foundation For SDSUtilizing Mobile Devices in The DatacenterThe Promise Of Rack-Scale Computing: Bringing Hyperscale Principles To Carriers & Service ProvidersPowerEdge FX2 (Hands-on Lab)Overview Of New iDRAC9 Features (Hands-on Lab)OpenManage Essentials & SupportAssist (Hands-on Lab)Redfish: The Next Generation Of Server Management AutomationInfrastructure Automation With PowerEdge Servers: Customer Case StudySee you in Vegas.last_img read more

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Survivors of Beirut’s explosion endure psychological scars

first_imgBEIRUT (AP) — Beirut’s massive explosion in August killed more than 200 people and injured thousands, but it wreaked perhaps even wider damage to mental health among Lebanese. Many of those who lived through it struggle with depression or symptoms of post-traumatic stress disorder. Thunderstorms or the frequent sound of Israeli warplane flyovers cause terror among some, forcing them to relive the blast. The explosion was unique even for conflict-scarred Lebanon, with tens of thousands of people experiencing the same traumatic event. It comes on top of multiple other crises causing stress, including an economic meltdown and the pandemic. Demand for therapists has ballooned even as many are unable to get treatment.last_img read more

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