Dell Unveils "E-Support" : Service detects, corrects software probs

Electronic News, August 30, 1999 by Jeff Dorsch

Dell Computer Corp. of Round Rock, Texas last week unveiled a new customer support capability that will automatically connect a user with a PC or server problem to Dell technical support, via the Internet. The service will be able to detect and correct software problems without human interaction.

In introducing the new service, which it calls E-Support - Direct from Dell, the company demonstrated the capability on an unintroduced PC model during the first annual DirectConnect conference at the Austin Convention Center. The hourglass-shaped PC, a design departure for Dell, is code-named "Webster" and is scheduled to be introduced later this year.

Dell didn't provide many details on the new machine, which is expected to be more than an Internet-access device.

The direct computer marketer and manufacturer said it expects more than 50 percent of its customers needing technical help to use E-Support - Direct from Dell by the end of 2000. The purpose of the service is "to create computing environments where a PC or server will be able to maintain itself," Dell stated.

Aspects of E-Support - Direct from Dell include OpenManage Resolution Assistant, an Internet-based systems management and support software offering, available initially on Dell PowerEdge servers sold in the United States. By the end of next year, Resolution Assistant will be available throughout the Dell product line and worldwide for Dell customers. Dell said Resolution Assistant detects system problems digitally and allows customers to choose the degree of Dell's technical support involvement they desire, or they can choose not to activate the software. OpenManage Resolution Assistant can be downloaded without charge from www.dell.com/openmanage/resassistant.htm.> E-Support - Direct from Dell also includes HelpTech, an online help desk service for Dell corporate and public-sector clients that allows Premier Pages customers to view service call incidents online, instead of by telephone, and Order Status with Shipping Detail, which tracks system orders from submission to delivery with shipping information on Dell's Web site from Dell's nine core carriers.

At the DirectConnect event, Dell executives said the company will shortly begin a new corporate advertising campaign that builds on Dell's "Be Direct" media campaign. "Now we have to tell the consumer what it ("Be Direct") means to the consumer," as part of Dell's effort to expand sales of its products to consumers, said Paul Bell, Dell's senior vice president of the Americas Home and Small Business group.

The DirectConnect event drew more than 1,200 Dell customers to hear speeches from Michael Dell, Dell chairman and chief executive officer; Bill Gates, Microsoft Corp. chairman and CEO; Craig Barrett, Intel Corp. CEO; and John Chambers, Cisco Systems Inc. CEO; attend technology seminars; and view new products from IBM Corp., Microsoft and other vendors.

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