Dell DIGITAL TRANSFORMATION IN ACTION User Manual
Dell Digital
DIGITAL
TRANSFORMATION
IN ACTION
Digital transformation is about more than just technology.
The technology is necessary, but not sucient. Taking
advantage of that technology in new ways requires a
cultural shift.
Driving change in IT and business processes means
creating new ways of working, and sometimes people are
resistant to change—that’s just human nature. But when
you nd the people within the IT organization and the
business willing to drive transformation, and you put those
teams together—the strong technologist and the strong
business partner—it’s incredibly powerful. That’s where
you see multiple wins of driving out cost, creating better
experiences, and improving employee satisfaction.
That’s exactly what Digital Transformation in Action
exemplies. I hope some of our own experiences, shared
in the following pages, are familiar and useful examples as
you consider ways to create better digital experiences for
your own teams, customers
and partners.
Chief Digital Ocer & CIO
Contents
Dell.com Experience
Work From Home Solutions
B2B Buyer Experience
Order Experience
Financial Services
Dell Technology Services
DELL.COM EMBRACES
Jen Felch
Dell Technologies
AGILE PATH TO A BETTER
CUSTOMER EXPERIENCE
Dell.com
Experience
Business Partner: Consumer and Small Business
Challenge
Dell.com was constrained by the traditional, monolithic approach to making needed capability
and changes on the site. A single feature change could take years to put in place between
planning, developing and then coordinating the launch across Dell.com, which was one
gigantic application.
Solution
Transform the entire shopping experience on Dell.com to the more agile, cloud-based format
using the Dell Digital Way and Dell Digital’s private cloud infrastructure.
Results
The Dell.com team can now continuously iterate on enhancing Dell.com, enabling much more
frequent releases of features and capabilities on a weekly basis. Page loads are now averaging
33% faster, helping to improve sales conversions on the site.
“With the new methodology, we know we just have to get close
to a solution and then given the exibility, the modularity of the
platform we’re going to, our ability to iterate is much, much faster.”
— Chris Cowger, Senior Vice President, Global eCommerce, Dell
Consumer and Small Business
PERSONALIZING THE
DELL.COM BUYING
EXPERIENCE
Business Partner: Consumer and Small Business
Challenge
The Dell.com product congurator was slow and oered only limited assistance.
Dell.com
Experience
Solution
New streamlined, human-centered design makes it easier for customers to quickly customize
the best Dell system for their needs.
Results
Improved customer experience, page load times are averaging 33% faster, and ability to more
quickly add new functionality.
SCORING WITH GAMERS –
NEW DELL.COM FEATURES
TARGET THEIR NEEDS
Dell.com
Experience
Business Partner: Client Solutions
Challenge
Products available on dell.com were not featured with gamer interests in mind.
Solution
New gamer-focused performance features on Dell.com such as frames per second (FPS) are
now part of the buying experience.
Results
Dell.com saw a 15% uplift in conversion for gamers who visited Alienware product detail pages
and interacted with the FPS capability.
EMPOWERING WORKERS
TO BE PRODUCTIVE
ANYWHERE, ANYTIME
Work from
Home
Solutions
Business Partner: Client Solutions
Challenge
IT surveys were showing rising demand from Dell Technologies team members for a more seamless and
personalized remote work experience using tools that would let them be more productive.
Solution
Dell Technologies Unied Workspace, powered by VMware Workspace ONE, gives team members
a consistent user experience and easy, secure access to applications from every device. IT also uses
personas to drive faster, more responsive equipment provisioning, and increased VPN bandwidth to
expand SaaS oerings.
Results
Some 120,000 team members were able to quickly begin working from home, seamlessly utilizing the
VPN capacity and collaboration tools they needed to be connected and productive.
Just as we have with our own, we can
help you equip and maintain your remote
workforce. Learn how our Work-FromHome solutions make it possible.
IMPROVING REMOTE
CONNECTIVITY WITH VDI
Work from
Home
Solutions
Business Partner: Client Solutions
Challenge
IT was unable to deliver Dell-issued notebooks for new hires and break x scenarios due to the workfrom-home delivery restrictions in some geographies.
Solution
Dell Digital expanded its use of Horizon View, the VMware VDI solution that simplies the delivery of
desktop services from the cloud, beyond existing use cases (contractors/outside service partners) to
enable new hire onboarding and break x resolutions.
Results
Enabled secure connectivity and service delivery to Dell team members and contractors, allowing safe
access to Dell resources and ensuring they can provide crucial support to Dell customers.
Explore Dell VDI solutions for
secure, high quality virtual workforce
experiences at lower TCO.
A NETWORK FOR THE
INTERNET AGE: DELL
SD-WAN SOLUTION
Work from
Home
Solutions
Business Partner: Client Solutions
Challenge
Dell Digital needed a modern wide area network that would handle mission-critical workloads cost
eectively and provide increased bandwidth for growing Internet trac and the VPN demands of a
home-based workforce.
Solution
VMware SD-WAN by VeloCloud, linking oces, factories and data centers as well as remote workers.
The cloud-managed network provides faster performance at less cost and higher bandwidth, and
improves SaaS application performance, enabling IT to expand the roll out of collaboration tools.
Results
Dell Digital was able to quickly handle the transition of some 120,000 team members to working from
home and had the communications and collaboration tools already in place to let them be productive.
Discover Dell’s powerful,
all-in-one SD-WAN solution for
network modernization.
BUSINESS TO BUSINESS
BUYERS GET ON BOARD
WITH DELL
B2B Buyer
Experience
Business Partner: Dell Premier Solutions
Challenge
Streamline a cumbersome and manual procurement integration process between Dell and Dell’s
commercial customer ERP systems for ordering and buying Dell systems
Solution
Dell Premier’s automated B2B Self Onboarding solution lets commercial customers connect
their ERP procurement systems to Dell’s product catalog in minutes with no manual
intervention required.
Results
Automated integration with more than 40 dierent ERP systems enables faster, more ecient
onboarding of Dell’s high-volume B2B customers and enables Dell to extend the capability to
lower volume customers.
CUSTOMER INSIGHTS
INSPIRE NEW VISION
Order
Experience
Business Partner: Business Transformation, Order Experience
Challenge
Customers and Dell sales and customer care teams struggled to get accurate, timely information
about the status and delivery of hundreds of thousands of customer orders spread across
multiple Dell systems.
Solution
A unied Order Experience Platform that provides complete, real-time view of order status
from the moment it’s booked all the way through arrival at the customer’s doorstep. Customers,
partners and Dell team members can also quickly create personalized data views
and dashboards.
Results
Overall improved order experience with self-service order management capabilities for high
volume customers and partners tracking thousands of Dell system orders. Frees up time Dell
sales and customer care reps previously spent manually tracking down detailed customer
order information.
“The great thing about Dell Digital and their new way of
working is that we actually have the ability to work continuously
improving the experiences for our customers because the design
process is actually iterative.”
— Erin Kurusz, Vice President, Dell Order Experience
AUTOMATION
INNOVATION SPEEDS
ORDER PROCESSING
Order
Experience
Business Partner: Global Customer Care
Challenge
Automate processing of the more than 5 million sales orders that come in annually via fax and
email and are traditionally handled manually.
Solution
Using Dell Digital Way user-centric design, customer feedback and test-driven development,
the Dell Digital balanced team delivered an innovative Optical Character Recognition (OCR)
software and machine learning solution that digitizes and automates order processing for oine
generated purchase orders.
Results
Light Touch Order Processing is now helping Dell improve the customer and team member
experience for US business, with oine orders processing 30% faster and is paving the way for
digital transformation across the business.
“It really came down to who was the provider that could process the
most orders digitally, but also have exibility, innovation, and creativity
around that solution. And it was obvious it was Dell Digital.”
— Pat Driscoll, Senior Vice President, Dell Order
Management and Support
A NEW APPROACH
FOR DELL FINANCIAL
SERVICES ONLINE
Financial
Services
Business Partner: Dell Financial Services
Challenge
DFS wanted to replace an aging self-service interface with a modern solution for managing
consumer and commercial nancing accounts online.
Solution
A customer-inspired design and delivery of new DFS customer portal includes detailed
nancing and leasing information accessible from any device, along with a customer experience
monitoring tool to review customer migrations and ensure they go smoothly.
Results
DFS reported a 40% improvement in customer satisfaction scores and faster implementation
of new features with the adoption of Dell Digital Way agile methodology and collaborative
design approaches.
“I have much more direct access to the folks on the Dell Digital
team that are making the changes that are actually driving the
end result based on my vision.”
— Patrick Hanks, Senior Manager, Program Management, Dell
Financial Services
INVENTORY AT THE
READY FOR TOP
CUSTOMERS
Dell
Technologies
Services
Business Partner: Dell Technologies Services
Challenge
The existing ReadyStock inventory system didn’t scale globally and didn’t provide customers
with key payment options
Solution
The redesigned and scalable ReadyStock service platform automates and digitizes customer
inventory information and provides a choice of payment options.
Results
ReadyStock purchases are now ‘frictionless’ online orders, enabling customers to pick inventory
directly from their online Premier store without sales intervention, order using any payment type
and see the amount of inventory available to them online for ease of management
and restocking.
DIGITALLY TRANSFORMING
TO TAKE ON THE CRIMINALS
Dell
Technologies
Services
Business Partner: Dell Technologies Services
Challenge
Dell needed to automate and consolidate data to replace the manual review of possible fraud to
better head o scammers.
Solution
A fully digitized, real-time fraud risk detection solution now monitors millions of services
transactions, identies and analyzes anomalies, and issues alerts to allow security experts to
head o fraud.
Results
The Next Generation Monitoring Tool is helping risk managers stay ahead of scammers and
avoid millions of dollars of losses associated with fraud. Consolidated fraud protection data,
along with the results of the investigations, are being used for predictive modeling.
LEARN MORE
For more insights about our Dell Digital transformation journey, the lessons we’ve learned and
the business outcomes we’re seeing as a result, check out these resources:
A Look Inside Dell’s Move to a Cloud Operating Model
To compete in a data-driven digital marketplace, you must have the capability to operate
seamlessly in a multi-cloud world. If you want to know what it takes to get there, Dell Digital’s
ongoing journey to a modern multi-cloud infrastructure platform provides a rsthand roadmap
using Dell Technologies Cloud solutions.
Dell Technologies Modern Work Experiences
Learn how Dell Technologies uses its own Unied Workspace with Workspace ONE technology
to give team members a modern and seamless mobile work experience.
Dell Technologies InFocus
Dell Digital leaders reect on all aspects of digital
transformation, from embracing modern methodologies and
processes to deploying multi-cloud strategies and AI and MLoptimized infrastructure – all in Dell Technologies InFocus.
Dell Digital Proven
Dell IT practitioners share their rst-hand experience and
best practices to help customers realize their own digital
transformation. Meet with our pros one to one engagements.
Contact your Dell Technologies representative to schedule a
brieng or IT workshop.
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