Global Command Center
Dell is also in the business of providing support for their customers. They have two command centers in the building I toured; the first is a Global Command Center, and the next is a Federal Support Center. Their Federal Support Center handles sensitive accounts for US government agencies, and I was not allowed to take pictures of what I saw in there. Their Global Command Center in Round Rock, Texas is one of six.
Dell's next day replacement policy is wonderful for business; my father uses Dell for his practices for this very reason. All of Dell's rugged products get in-house Global Command Center support. The world map indicates where Dell's support assets are located, and the red dots are where their Global Command Centers are located around the globe. The map does not indicate where EMC assets are located.
The Global Command Center is showcased well, and they do a fair amount of tours to show it off. It looks like NASA's mission control center and Dell monitors client issues here. Each station is set up with triple Dell monitors, to provide more than enough productivity workspace for operators to get things done.
The map shows a real-time global view of problems and potential problems. By using past data on major disasters and events (such as hurricanes), Dell can proactively place assets in the right position to make sure critical infrastructure and important clients face as little downtime as possible. To ensure uptime, even if one Global Command Center goes down, each center has a sister that could pick up the slack. The sister center to Round Rock is located in Panama, and some of the employees at the Round Rock facility have to speak Spanish in case the two centers need to communicate in emergency situations.
One of Dell's tools to monitor and handle tickets is called the Dell Command Center Monitoring Tool (DCCMT), and it shows problems in real-time. Dell also showed us a room with the latest in rack configurations, even if they don't use Dell technology, so that Dell can quickly and rapidly replicate customer issues.
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