Dell, the hardware company that
relies on direct sales, has experienced strong market growth since
it established its local infrastructure in China in 1998. It has
concentrated on and established itself as the supplier of choice
among various categories of end users such as MNCs and large local
It has been helped in its market penetration by
the support it receives from ServiceOne. Currently we are responsible
for major areas of Dell's after sales service in China as follows:
- Installation of desktops, notebooks and servers;
- On-site service of desktops, notebooks and servers;
- Delivery of spare parts;
- Peripherals such as cabling, systems upgrade, training, software
ServiceOne provides Dell's customers with next
business day, four-hour response or round the clock on site services
everyday, 365 days a year. This is true in hundreds of cities throughout
China. It is part of our extensive network that radiates form eight
major hubs in Beijing, Shanghai, Guangzhou, Chengdu, Xian, Wuhan,
Shenyang and Xiamen.
By partnering ServiceOne to deliver support services,
Dell is free to focus on direct sales, It has leveraged on its business
model to sharpen its edge in price competitiveness and market penetration
while facilitating accounts management.
Currently, Dell is further developing their business
in China with a new customer centre in Xiamen. The new China Customer
Centre commenced operation in November 2000, replacing the leased
facility opened in August 1998. It significantly increases the manufacturing
capacity as well as strengthens the services and support organization.
"We will see Dell becoming one of the most
successful PC vendors in China. It should continuously increase
its market share across the different market segments. The reason
for my confident prediction is that Dell has a comprehensive range
of good product offerings while its organization setup and marketing
strategy are well in place." Says Daniel Wong, CEO of ServiceOne.
Dell is so pleased with ServiceOne's support that
it has appointed us to provide installation services in HK as well.
"Since June 2000, we have been installing desktops and notebooks
for Dell's Hong Kong customers. We hope that with the increasing
demand for more value added services such as data transfer, system
migration, for both software and hardware, relocation, help desk,
etc., ServiceOne will have more opportunities to support Dell's
operations in Hong Kong." Says Wong.