Dell Services has been positioned by Gartner, Inc. in the “Leaders” quadrant of the Magic Quadrant for End-User Outsourcing Services, North America. i This report is designed to help customers evaluate service providers and is based on analyst research and customer feedback.
Dell manages 9.5 million calls each year through its 12 service desk centers for North American clients and eight additional service desks for global clients. Dell supports an estimated 2.2 million North American end users and 218,000 client mobile devices. Dell’s offerings range from a complete desktop-as-a-service solution to build-your-own and a custom virtual desktop approach. Dell has successfully worked to integrate acquired technology from companies like Wyse into its offerings and implemented plans to drive call counts down with increased use of chat, web portals and social media.
Dell has emphasized customer satisfaction and effective service delivery with quarterly measurements of client loyalty. Client references indicate that the Dell team is highly responsive and, based on its legacy PC capabilities, had a complete understanding of the hardware and related PC images used in EUO services.
“We have implemented measurements and processes to ensure that we are delivering excellent services to our customers, and we make those measurements a core focus each and every quarter,” said Kevin Jones, chief customer and sales officer, Dell Services. “We believe being positioned in the Leaders quadrant is a testament to the expertise and professionalism of our Dell Services team members.”Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.