 |
We’ve been spending a lot of time working with customers who are modernizing their data centers by embracing new technologies, infrastructures and architectures. It’s probably not surprising that these same customers are also demanding that a modernized service and support experience goes along with it. In fact, according to a recent ESG study of more than 370 IT executives, service and support is now listed as THE top criteria in selecting a storage solution (or vendor).
QUESTION: But what are some of the characteristics that define a modernized service experience?1st: Well, how about a personalized, predictive and proactive support experience that provides each customer with direct access to a 360-degree view of their modernized data center environment and service experience? At EMC World in May, EMC will be introducing “MyService360” – a new online capability that gives customers deep visibility into the health and wellness of their EMC environment — analysis of code levels, connectivity status, capacity alerts, service activity by site, and more. And what’s really cool: behind the scenes, this modernized support capability itself is built on a modernized infrastructure — our own company-wide data lake, leveraging flash, converged infrastructure, software defined storage – and of course analytics, visualization tools and multiple structured and unstructured data sources. 2nd: Second would be the capabilities to help customers on their own journeys to data center modernization and optimization – consulting expertise in areas like infrastructure, application and operating model transformation, and big data analytics. And of course modernized data centers are not just about the technologies and infrastructures that go inside — it’s about the data center itself, and being able to migrate, consolidate, optimize. EMC has helped thousands of customers with these types of transformations — with a pragmatic approach that includes strategy and design — but we are also “do-ers” — able to do the hard work and heavy lifting of architecting, executing, deploying new environments to full operational production. 3rd: Third – and maybe most important: a focus on continuous improvement. Talk is easy – you have to have a formalized approach – and it ought to be a visible part of your company culture, your DNA. Some tangible examples that EMC has instituted:
The bottom line: we’re investing in these kinds of capabilities to ensure that we’re creating a modernized service experience that customers can trust today – and well in to the future. For more information click here to access our view on Modernized Service & Support. 3 Key Features of a Modernized Service Experience |
