Published: 09 July 2019
Analyst(s): Supply Chain Community Contributors, Pierfrancesco Manenti
Dell is improving its customer experience by accelerating the resolution of customer support cases. It is using big data analytics to analyze huge amounts of product and customer data gathered through the Internet of Things (IoT), which, in turn, provides Dell’s engineers with insights to resolve critical issues. Big data has helped the company reduce issue resolution time by 84%, as well as prevent and eliminate faults before they occur, thanks to insights based on multicustomer data analytics.
©2020 Gartner, Inc. and/or its affiliates.
All rights reserved.
Gartner is a registered trademark of Gartner, Inc. and its affiliates.
This publication may not be reproduced or distributed in any form without Gartner’s prior written permission.
It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact.
While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information.
Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such.
Your access and use of this publication are governed by Gartner’s Usage Policy.
Gartner prides itself on its reputation for independence and objectivity.
Its research is produced independently by its research organization without input or influence from any third party.
For further information, see
Guiding Principles on Independence and Objectivity.