Dell is a technology company, offering a broad range of product categories, such as desktop computer systems, storage, servers and networking products, mobility products, software and peripherals and services to manage IT infrastructure for large organizations. In early 2000, Dell began to redefine itself as the company that “knows how E works’. At the same year, Dell is the number one supplier of personal computer systems in the United States, and the number two supplier worldwide.
1. Better customer relationships
Dell has applied the Internet to all aspects of customer relationships, from sales and marketing to order entry to technical support. From this, the company can provide self-service tools to customers so that they can order online, track order status, or solve a technical problem via the Internet or an extranet. These applications make Dell’s sales and call center staff more effective and productive and reduce staffing enquired to support a growing customer base.
2. Effective delivery service
Dell has its efficient supply chain management. Due to this, Dell is capable of shipping a PC within 24 hours of receiving an order from customer. From this introduction of the internet and e-commerce has helped Dell improve their efficiency and profitability.
3. Save cost
The saving achieved by having customers interact with Dell electronically instead of on the phone is significant. The cost of a support call averages $12.20 for the industry, while the cost is close to zero if the customer uses online support. Even if the customer goes online and then calls in, the customer may be able to give the technician better information for a faster and more accurate diagnosis because of the help received online.
4. Broad investment
As of July 2000, Dell has invested $700 million in about 50 internet companies with different area such as broadband and wireless communications, business-to-business (B2B) and business-to-consumer (B2C) e-commerce, server and storage infrastructure and e-consulting. These investments help Dell access to new technologies without expanding its own R&D activities, and may pay off financially if the companies go public.
Advertisment
reference: