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What would you ask Michael?
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Dell: provide advanced order configuration assistance programme

140 points posted to Sales Strategies, Service and Support by phubert 09/11/07

Given a recent experience with an order here for two 16-port KVM switches and discussion in another thread, I thought Dell might consider implementing "advanced order configuration assistance".

Some of the program could be implemented in the design of the pages following the "customize it" buttons in ways I've suggested elsewhere.

One thought is to programmatically -monitor- an order and offer alternatives (as in the case of this KVM switch that could only support a monitor resolution of 1024x768!!!).

But, it could also look at the -nature- of an order and offer configuration assistance if some pattern was detected.

Asking the orderer the intended _purpose_ of equipment might 'start the ball rolling' for a sofware approach, but Dell could also SELL (market, offer) 'configuration assistance' for ALL LEVELS of purchasers. When I say 'sell', however, I mean OFFER... to differentiate Dell service from their competitors.

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http://www.ideastorm.com/article/show/73342

phubert
09/11/07		 This could have several components: a free service, a for-pay service, web-based, and actual, knowledgeable STAFF.

I believe the web ordering NEEDS some significant enhancement to provide more and better information via drill-down as well as anticipating subsequent configuration requirements based on initial choices.
phubert
09/11/07		 One voter commented:

"I'd be ALL OVER a program that ensured all the parts of your configuration would actually work together (like your idea about the KVM that would only manage 1024x76. Anything to make me less "accidentally stupid" when ordering hardware..."
phubert
09/11/07		 As is, the order web pages HELP orderers become "accidentally stupid" ... in my opinion.
mzaugg
09/11/07		 That is my comment that phubert is referring to earlier.

Putting together a program which could identify hardware which wouldn't work within a matrix would be extremely helpful - both to Dell as well as Dell's customers.

It would cut down on returns when a customer buys hardware that simply wouldn't work together. It can help customers to know that if they buy the latest and greatest system and they put in an underpowered monitor that (barring they already have a 3007WFP-HC sitting in their basement) they may wish to reconsider their system as a SYSTEM.

No need to be condescending, but it could flag instances where hardware simply doesn't fit. For instance: "This system has been ordered 4 GB of RAM and Windows XP. You may not be able to use all the RAM ordered. (maybe include a link) We recommend 3 GB RAM or upgrading to Windows Vista."

You may lose the sale of 1 GB of RAM, you may ship a version of Vista, or the customer may want that RAM for a dual install of Linux. Most important is Dell will have a happy customer who was warned away from a potential problem instead of a customer grumbling because he can't use all the memory he got for his whiz bang system.
phubert
09/12/07		 Helping the customer save time and money ... when the customer is AWARE of that effort by Dell ... will tend to increase customer loyalty.

Loyalty has (at least?) three components:

1) the SAME customer returns for more
2) THAT customer praises Dell to everyone she/he knows and generates MORE business for Dell!
3) the customer provides better feedback TO Dell and interacts more positively WITH Dell staff.
 
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