Dell IT Best Practice Sharing: Increasing Customer Satisfaction: How We Are Updating Premier & To...
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Dell IT best practice sharing: Making Premier better for you Christy Rogers: Executive Director, eCommerce Session MT82
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Transcript of Dell IT Best Practice Sharing: Increasing Customer Satisfaction: How We Are Updating Premier & To...
Dell IT best practice sharing: Making Premier better for you
Christy Rogers: Executive Director, eCommerceSession MT82
we launched Premier to support you, our largest corporate customers
1997
3,100,000orders
11,000,000visits
80,000Premier pages
in 76 countries & in 19 languages
Premier today
Dell Premier
Today Premier is as large as….
Our goal is to make it easier for you to do business with Dell
We start by listening&
330,000responses to
on-site survey
110,000 responses submitted
through on-sitefeedback link
277,000unique customer
verbatim comments3 Have items in the cart stay in the cart
2 Make it more reliable
4 Simplify the saving of eQuotes
Make it faster1
This is what we’ve heardWe listen
+ Executive Briefing Center visits + Premier Usability studies + Focus Groups + Customer
Outreach programs + Internal site quality audits + Direct Sales Rep input
An improved Premier experience
Faster: New optimized architecture that improves speed & performance
• 40% faster load times• Significant reduction
in 3+ & 5+ second events
More reliable: Expanded catalog
management coverage
Ensures timely support for your page and
maximum accuracy to your products and pricing
Items stay in the cart:
Improved cart saves your products for 14 days
Simplified eQuotes:
Now a streamlined & faster process to save
Available now
• Integration between Premier and your Account Team’s internal sales tools
• Display of estimated ship dates & estimated delivery dates
Coming soon
• New Premier home page
• Improved, responsive search experience
• Redesigned cart & checkout
Other Premier enhancements
Let’s talk about our vision for how to make it even better
Centralized dashboard
Alerts and notifications
Proactive issue management
Community forums for research
Personalized solutions & quotes
Quotes pulled from Global catalog
Quote review & purchase
Delivery & installation options
Multiple payment options
Delivery status
Moving to
One Dell Commerce
• Automated
• Predictive tools
• Personalized
• Real-time
• Single catalogue
• Unified profile
Thank you!
