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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 companies.

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 installation, etc.

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.

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