Gartner Research

How Dell Uses Big Data Analytics to Improve Customer Experience

Published: 09 July 2019

ID: G00403488

Analyst(s): Supply Chain Community Contributors , Pierfrancesco Manenti

Summary

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.

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