Dell: An Inside Review

Dell: An Inside Review

Anthony Sousa

E-Business

Dell: An Inside Review

Dell is the pioneer provider of computer systems, products and services to a variety of customers worldwide to build their desired, custom made computers. Dell’s business has been built on a direct sale base, which appealed to IT department of organizations that do not need or want services provided by resellers. The advantage of direct sales and build-to-order production is the low level of inventory, which does not build up in the channel and lose value before it can be sold, and new products can be introduced without having to clear out old inventory in the channel. Customers pay for the final product before Dell pays suppliers for the parts that go into the PC.

Dell’s launched its website www.dell.com in 1994 that lead the commercial migration to the internet. But its e-commerce capability came two years later in 1996. The following year, Dell became the first company to record $1 million in online sales. Today, Dell operates one of the highest volume Internet commerce sites in the world. The company's website receives 775 million page requests per quarter at 80 country sites in 27 languages/dialects and 40 currencies.

Dell's website success is the result of an important part of the customer satisfaction, which is the focus on delivering the best possible customer experience by directly selling computing products and services. At the heart of that leadership is Dell's unique direct-to-customer business model (B2C), which refers to the company's relationships with its customers, from home-PC users to the world's largest corporations.

The website helps customers to choose features for the computer. It details the operating system with side by side comparison, recommendations and overview. When the customer is customizing the computer, there are several options for each feature. There are options for memory, hard drive, monitor, video card, sound, printer, mouse and keyboard, essential bundles, power protection, cameras, networking, productivity, anti-virus, photos & music, modem, games, warranty, and in home installation.

Finance is available at Dell’s website, with a high range of interest rate 18.24% - 29.99%. There are some bad reviews about Dell’s financial services, which are offered through a third party company. Another negative point is that they offer dial up internet connection still, which is a little outdated, according to consumer reviews.

Among the variety of service offered in the website there is the in home installation, valuable to customers that are not familiarized with computer and its accessories. One different option is the recycle, which is offered for free. If a consumer has an old desktop that would like to get ride of it, Dell offers to collect it and recycle or donate for free.

Small Business at Dell’s website (B2B) offers the same service (customer support, finance, among others) but some options and features differ from home & home office. The difference is that features like games, music and camera are not available

Dell has been realizing that its consumers request an internet full of efficiencies that includes product options, customer support and relationship management.