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Dell EMC wins TSIA award for innovation in consumer services

Pictured accepting the TSIA award are Murali Krishnan, Vice President of Consumer Support within Dell’s Support and Deployment Services Organization and Denis Kelly, Senior Vice-President for Consumer Services at Dell EMC.

Dell EMC wins TSIA award for innovation in consumer services

Dell EMC yesterday announced that the company’s consumer services team has won the Technology Services Industry Association 2017 STAR award ( TSIA award)  for innovation in leveraging social support for services excellence at the association’s annual conference in Las Vegas recently.

Now in its 27th year, the STAR award is one of the most sought-after accolades in the technology and services industry, acknowledging the contribution of companies to the continual improvement of technology services delivery worldwide. 

As the leading global professional association of the technology services industry, TSIA has been benchmarking the international technology sector for over twenty years and incorporates over 80% of the Fortune 100 companies across 65 countries. 

In welcoming the announcement Denis Kelly, Senior Vice-President for Consumer Services at Dell EMC, said: “This is a fantastic achievement by our global team. The contribution of innovation and thought-leadership by our team is a reflection of their commitment to enhancing our customer’s experience of our services.  The Social Media Support Operation has 36 million annual visitors, a social listening platform, analysing more than 20 million social conversations each year.”

The citation from TSIA is a reflection of how Dell EMC and its consumer services are leading the way in innovation as it states “Dell EMC’s impressive application reads like a Harvard Business Review case study in how to leverage social support, including a high volume social media support operation, and a powerful online community. 

“The intellectual property of our team members in Limerick and across Ireland is a key contribution to shaping our strategy, leading not just to the awards, but to meaningful, tangible customer improvements, with a 26% reduction in Customer Effort, a 25% improvement in Customer experience and a 98% reduction in the cycle time of getting issues resolved through the medium of Social Support” added Denis Kelly.

Today’s announcement comes amidst a positive year for the Global Consumer Customer Team at Dell EMC, having won a total of 14 international services awards. The company’s Global Customer Support network is lead out of the company’s site in Limerick by Denis Kelly with the support of Murali Krishnan who drives the strategy, design and the deployment for the Social Media Support out of India.

Murali Krishnan has been part of Denis Kelly’s Global Consumer Support team for five years and currently serves as Vice President of Consumer Support within Dell’s Support and Deployment Services Organization.

In this role, he leads the Consumer Services Transformation and Social Media Support Strategy and Delivery across Support and Deployment Services Organization. The team looks at leveraging Digital Transformation for enhancing Support Experience, enabling Consumer Services Revenue and optimizing Cost of Delivery leveraging technology.

To find out more about the TSIA award and the STAR awards 2017 click here

To read more of our stories on Business awards click here

To find out more about Dell EMC click here 

 

Richard is a presenter, producer, songwriter and actor. He was named the Limerick Person of the Year (2011) and won an online award at the Metro Éireann Media and Multicultural Awards (2011) for promoting multi-culturalism online. Richard says that the ilovelimerick.com concept is very much a community driven project that aims to document life in Limerick. So, that in 20 years time people can look back and remember the events that were making the headlines.

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