Case Study
EMC: Transforming Customer
Service with Agility
EMC won’t rest on a sterling service record.
Agile use of best-in-class service lifecycle
management solutions is helping the global IT
provider transform their service processes.
EMC’s aim: to optimize the customer experience. Now, as improved productivity
and customer satisfaction confirm, they have raised the bar for service excellence
yet again.
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Case Study
EMC Corporation has long been known for their high quality of customer service.
Just ask the Technology Services Industry Association (TSIA). They have recognized
EMC with 23 STAR Awards, across all service disciplines, over the past 12 years.
EMC and Cisco are the only technology companies to earn the TSIA’s prestigious Hall
of Fame Lifetime Achievement Award four times.
Yet the recognition for EMC’s service leadership hardly ends there. This US-based
multinational company is a global leader in enabling businesses and service
providers to transform their operations and deliver information technology as a
service (ITaaS). In enterprises ranging from small and medium-sized companies
to the FORTUNE 500, IT departments utilize EMC’s technology and services to
accelerate their journey to cloud computing and to store, manage, protect, and
analyze their most valuable asset, information, all in a more agile, trusted, and costefficient way.
Fundamentally, EMC’s transformation solutions enable customers to stay ahead of
the competition, so it is entirely fitting that EMC’s service teams are themselves now
focused so intently on their own process transformation. They know it is essential to
continue providing a customer experience that is second to none.
Metrics aligned to goals
EMC’s “customer first” culture is at the core of their service difference, and is a vital
component of the company’s growth strategy. “High quality of service is a primary...