Dell Launches Social Media Services, Empowering Organizations to Improve Customer Loyalty, Brand Awareness and Business Results

  Dell Launches Social Media Services, Empowering Organizations to Improve
  Customer Loyalty, Brand Awareness and Business Results

  *Real-world social media experience, expertise and services capabilities
    make Dell uniquely capable to provide a new line of services.
  *Dell’s Social Media Listening Command Center and services will be in
    action at Dell World next week.

Tweet this: New  @Dell Social Media Services  is helping Red Cross, Clemson
University, Aetna, and others succeed in their social business efforts
#DellSocial

Dell World 2012

Business Wire

ROUND ROCK, Texas -- December 05, 2012

Today Dell announced Social Media Services to help organizations across a
variety of industries develop real-time customer insights, engage audiences
and better understand their customers and the market. Dell Social Media
Services are built on the company’s own leadership and experience using social
media to listen to and engage with its customers, and are coupled with a deep
understanding of customers’ business needs and enterprise IT environments.

Dell's Social Media Listening Command Center (Photo: Business Wire)

Dell's Social Media Listening Command Center (Photo: Business Wire)

The suite of social media services, developed by social media experts from a
cross-functional team in Dell Marketing and Dell Services, incorporates
feedback from several early adopter customers.

For example, the American Red Cross and Dell launched a Digital Operations
Center or “DigiDOC” earlier this year, the first social media-based operation
devoted to humanitarian relief. Dell also partnered with Clemson University to
launch their Social Media Listening Center or “SMLC” as the first academic
organization to adopt this technology and approach.

Laura Howe, Vice President, Public Relations at the American Red Cross, said,
“The use of social media during disasters has grown exponentially in recent
years, and this partnership with Dell enables us to better understand and
anticipate disaster needs and help connect people with the resources they need
during emergencies. With recent disasters like Hurricane Isaac and Hurricane
Sandy, we’ve been able to monitor social media conversations in order to help
allocate resources to the places where people are in need.”

“Clemson University teamed up with Dell to create a social media resource that
is used for both teaching and research,” said Jim Bottum, CIO and Vice Provost
at Clemson University. “Our students have been able to monitor thousands of
online conversations to understand how marketing is changing, and to use as
research for their own individual projects in other subjects. This really puts
us ahead of the curve in recruiting new students and talent into our
university.”

Dell’s Social Media Services offerings include:

  *Listening command center build-outs - Dell works with the customer to
    design, build and operate a social media command center integrating it
    across the business as a foundational listening function for all customer
    facing departments.
  *Advisory services – This hands-on strategy planning includes an assessment
    of a customer’s current capabilities and critical needs. Recommendations,
    timing and goals are provided in an effort to align the social media
    programs to the corporate strategy.
  *Listening and insights services – Conversations are monitored on a
    customer’s behalf—for brands, industry or competitors. Reports are then
    provided with key data insights allowing the customer to take action.
  *Best practice seminars – Participants learn from Dell’s experience on
    topics such as gaining executive support, building a training program,
    embedding listening across business units, experiencing a day in Dell’s
    Social Media command center.

“Organizations of all types and sizes recognize the value of integrating
social media into their enterprise processes, but implementation of social
media can be very different for each company,” said Allison Dew, vice
president, global corporate & consumer marketing, Dell. “We work with our
customers to understand their needs and challenges and design an approach that
is right for them, whether they need consultation, tools and solutions, or
simply want Dell to manage it for them.”

“As a practitioner in the social media space for several years, we are in a
unique position to help enterprises develop and manage their social media
initiatives with our innovative solutions for specific business needs,” said
Raman Sapra, Executive Director & Head of Strategy, Technology Themes &
Consulting, Dell Services. “Our offers have foundational relevance for all
industries and our experience allows us to tailor them to various vertical
needs.”

Dell World – December 11-13, Austin

Dell’s annual customer conference in Austin, Texas next week will feature a
Social Neighborhood where Dell will host two fireside chats with the American
Red Cross, Clemson University, Gage Marketing Group, AMD and the American
Heart Association regarding the social media work they’ve done with Dell,
their strategic approach, lessons learned, and vision of what’s next in social
media.

For more information, visit www.dell.com/socialmediaservices, email
SMServices@Dell.com or follow the links below:

  *Dell Social Media Services video
  *Red Cross Case Study
  *Dell and The American Red Cross Innovate with Social Media for
    Humanitarian Relief: Video
  *Clemson University Whitepaper
  *Clemson Social Media Listening: Video
  *Dell Social Business Connection Site

About DELL

Dell Inc. (NASDAQ: DELL) listens to customers and delivers innovative
technology and services that give them the power to do more. Dell Services
develops and delivers a comprehensive suite of services and solutions in
applications, business process, consulting, infrastructure and support to help
customers succeed. Learn more at www.dell.com.

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Contact:

Media Contact:
Dell Services
Corie Pierce, 972-577-3430
corie_pierce@dell.com
or
Analyst Contact:
Dell Inc.
Jennifer Henderson, 512-554-3700
jennifer_henderson@dell.com
 
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