Business News of Friday, 5 April 2013
Source: Daily Guide
DELL, global Information Technology (IT) software and appliances manufacturing company, has established a support centre in Accra that will support its local and global customers as well as partners.
Samuel Amanor, Leader of Dell’s end-to-end solutions business in Ghana, who disclosed this to the media in Accra recently, said the IT giant wants to shoulder technical problems of customers so as to give them a peace of mind.
“For a customer, if their PC, server or storage breaks down, they usually shift their focus from what is important to fix it. We want to take that thing away from our customers.
“For the partner who is supporting us to sell Dell services, they can split their focus from driving revenue and building better relationships. Dell sees that as not strategic for that partner so we will be taking that headache away from them.” By the establishment of its presence in Ghana, Mr Amanor said customers of Dell will enjoy efficient support.
Steward van Graan, General Manager, Dell Southern and Central Africa, further explaining the company’s expansion drive said, “Ghana is the first country on our expansion roadmap and we clearly value the importance of Ghana not only for its economic growth but also for its ICT value. Being a late entrant into the market has given us the opportunity to carefully define our strategy and that strategy is one of enablement of our partners in Ghana.”
Dell branded services ensures that the back-end of the foundation services, which is break-fix support and global technical (call centre) support, works seamlessly in the background while enabling Dell partners to focus on the next level services like managed services.
“Our approach into Africa is an indirect model and our services model speaks to that, our global services capability will be brought to new markets as an enabler of Dell services through the channel where we will work with partners backed up Dell services IP to deliver solutions to our customers.
“As I mentioned before, our approach is taking the logistics model and allowing partners to focus on the next level more strategic services. They will also now be able to sell these Dell services as additional revenue streams while getting the world class daily Dell support backing their credibility and the brand into their end customers.”
Currently, Dell has full coverage in Accra with spare hubs and drop-off locations to support the delivery of services. The company intends to continue to grow these outside Accra as it grows with its partners and customers.