Dell's SupportAssist customer adoption model: enhancing the next generation of data‐intensive support services

Navid Ghaffarzadegan, Armin A. Rad, Ran Xu, Sam E. Middlebrooks, Sarah Mostafavi, Michael Shepherd, Landon Chambers and Todd Boyum

System Dynamics Review, 2017, vol. 33, issue 3-4, 219-253

Abstract: We developed a decision support system to model, analyze, and improve market adoption of Dell's SupportAssist program. SupportAssist is a proactive and preventive support service capability that can monitor system operations data from all connected Dell devices around the world and predict impending failures in those devices. Performance of such data‐intensive services is highly interconnected with market adoption: service performance depends on the richness of the customer database, which is influenced by customer adoption that in turn depends on customer satisfaction and service performance—a reinforcing feedback loop. We developed the SupportAssist adoption model (SAAM). SAAM utilizes various data sources and modeling techniques, particularly system dynamics, to analyze market response under different strategies. Dell anticipates improving market adoption of SupportAssist and revenue from support services, as results of using this analytical tool. Copyright © 2018 The Authors System Dynamics Review published by John Wiley & Sons Ltd on behalf of System Dynamics Society

Date: 2017
References: Add references at CitEc
Citations:

Downloads: (external link)
https://doi.org/10.1002/sdr.1587

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bla:sysdyn:v:33:y:2017:i:3-4:p:219-253

Ordering information: This journal article can be ordered from
http://www.blackwell ... bs.asp?ref=0883-7066

Access Statistics for this article

More articles in System Dynamics Review from System Dynamics Society
Bibliographic data for series maintained by Wiley Content Delivery ().