Editor’s Note: The following post originally appeared on the #DellSolves blog. ProSupport Plus is a new service that is part of the Dell ProSupport Enterprise Suite that we unveiled on April 24. See the press release for more information. Also Jagdeep Singh has two posts on Dell TechCenter that provide more details on ProSupport Plus. Here’s part 1 and here’s part 2.
Wimbledon, Jungle Book and ProSupport Plus
Tennis was always a big part of my family growing up. My parents met on a tennis court, played multiple times a week and watched every tournament on television. Before I was eight, I learned that Wimbledon does not play a fifth set tiebreak and that the first two lines of Rudyard Kipling’s 1895 poem “If” hang over the door to centre court in the gentlemen’s locker room.
If you can keep your head when all about you
Are losing theirs and blaming it on you
Later in life, I came to appreciate this first stanza as a good mantra for those who serve customers. Each day our 24,000+ support engineers around the globe go to the ends of the earth for our customers. As we celebrate the 5th birthday of Dell ProSupport this spring, our teams continue to do an amazing job keeping their heads about them and delivering exceptional service for our millions of ProSupport customers in over 50 languages around the globe.
Today, we are thrilled to launch ProSupport Plus, our first truly proactive support service. Once again I am reminded of a Kipling quote, this one from The Jungle Book, the inspiration for the 1967 Walt Disney animated classic. The main character in Jungle Book is a boy named Mowgli who was raised by wolves and befriends a panther named Bagheera. When asked how things work in the jungle, Bagheera responds to Mowgli, “What is the law of the jungle? Strike first…”
ProSupport Plus is built to strike first as we all know that prevention is the best support. Instead of responding to an issue after it occurs, our new service proactively improves infrastructure performance and stability through a dedicated technical account manager that delivers monthly reporting and performance recommendations. Under the hood of ProSupport Plus, our SupportAssist technology identifies potential problems before they become severe, and in some cases, before they happen. SupportAssist remotely monitors systems, collects and transmits information and automatically creates a support case. This allows our elite Dell ProSupport Plus engineers to gain insight into the problem and begin troubleshooting before contacting the customer.
In the jungle of support, when a “strike first” approach is coupled with experts that keep their heads about them, customers can face whatever lurks in the shadows by relying on ProSupport Plus.