Dell Computer`s pioneering `customer pages` on its four-month-old South African website www.dell.co.za are a spectacular success, generating revenue well in excess of R3-million in the current financial quarter alone. Implemented for significant customers as part of the world number three computer maker`s net-driven direct business model, secure and individualised customer pages are a totally new phenomenon in the South African IT industry. Providing round-the-clock access to information, tools and help, the pages represent a radical departure from traditional South African customer service paradigms. "We`re making it easier to do business with Dell by providing information at customers` fingertips through the power of the web," explains Gareth Martin, managing director at Dell Computer in South Africa. "At any time, any authorised users in the customer organisation can access their custom pages our website and obtain the information they need to buy a Dell system online or check the status of a recent order. "They can also browse over 35 000 pages of service and support information, check the latest news, get updated pricing and find out who to speak to at Dell to obtain information or assistance. More than 20 major South African customers across all industry sectors, including three of the largest banks and corporates like Unilever, Multichoice and KPMG have their own pages. World-wide, Dell has implemented over 1000 pages as part of its strategy to automate low value add tasks by means of the web. The philosophy is to free account managers` - and their customers` - time to focus on high value add issues such as smoothing technology transitions and mapping more cost effective IT strategies. "A key focus is to reduce the cost of doing business, not just for ourselves but our customers too," Martin continues. "The time, effort and costs saved are passed on to customers in the form of competitive pricing. Customers, in their turn, enjoy the convenience of online ordering, plus the ability to access management information, technical data, software drivers and BIOS updates online whenever and wherever needed." Success of customer pages in SA and world-wide is partly attributable to the stringent multi-level security safeguarding sensitive customer data. "Some of SA`s biggest and best known banks are comfortable with the security aspect," Martin says. "That says it all." Dell in South Africa and globally is focused on extending the Internet component of the direct business model dramatically in the next 18 months and beyond. By 2000 the company plans to derive 50% of total world-wide revenues from net transactions. Already Dell`s web servers transact orders globally worth more than US$4-million (R20-million) every day (including weekends and public holidays). "We are driving this initiative very hard," Martin concludes, "not just as a revenue building exercise but as part of the continuing drive to find new and better ways to fulfil our commitment to service excellence for our valued partners."
Share
Editorial contacts