E-Commerce Success – Dell.com

Dell.com

Dell is one of the world’s top providers of computer products and services such as servers, storage, workstations, notebook and notebooks computers, to businesses and consumers. Michael Dell founded the company back in 1984 when he was just 19 years old. He had $1,000 and the unique idea to sell computer systems directly to customers. The company has successfully managed the new ways of doing business that e-commerce has created. E-commerce refers to business transactions and communication that are carried out through computers – over networks and the internet. This includes buying and selling goods and services, funds transfers and other commercial communications. It creates a new way of buying and selling – one that uses technology to make the transaction.

How Does Dell Use E-Commerce To Improve Supply Chain?

When internet technology arrived, Dell was quick to set up the e-commerce processes that would enable it to also sell directly online to customers. Selling online allows the whole process to be automated and more efficient. Since 1996 when Dell opened its website www.dell.com for e-commerce the company has had huge sales success. By 1997 the company recorded $1 million in online sales. By 2000 the company’s internet sales had reached $50 million a day!

Consumers would purchase notebook computer online rather than visiting the retail shop. The full product range is online with detailed information to help consumers to make decision. Consumers can simply follows the easy, automatic instructions that come up on screen. These allow us to customize the computer we wants with the features we needs. We can increase, for example, hard disk space and see the difference that increase makes to the overall price. Then consumers are given a variety of options on how to pay, either directly online or, via a customer service operator. The order is then passed automatically through to the production department at Dell's factory where it will be manufactured to the particular specification, tested and shipped out to consumer. Once manufactured, delivery typically takes three or four days. All of the systems relating to the sale are done through e-commerce: order placement, order tracking, payment processing, inspection, testing and delivery.

Dell’s approach to e-commerce simulates the benefits of face-to-face contact between the buyer and the seller. This ensures that staff can be focused on delivering the quality product and providing excellent customer service and support.

How Dell’s E-Commerce Focus Improve Customer Service?

Dell has created many features and services online to help the customer see the whole purchasing process clearly. The premise of Dell’s business is selling directly to customers – customers tell Dell exactly what they want and Dell provides them with the goods directly. As well as being able to customize the product, customers can track the progress of the order as it is produced and delivered. This can help the customer see the stages of the process and likely delivery times. Customers can create and view their service records online. This includes product support, shipment and delivery dates. Each purchase comes with a service tag code, which can track the model bought and its service requirements. This allows Dell customer service representatives to quickly and efficiently handle requests. This level of 24 hour customer service and fast response time helps Dell build strong customer relations, which of course is crucial for the company in its understanding of consumer needs. It is also a very cost-effective way of providing sales and support – cost savings which can be passed on in the form of better prices to customers.

Success depends greatly on the efficient management of the website. The customer must have a convenient experience when shopping online and have faith that Dell will successfully complete the order and safeguard financial details. Customers need to be comfortable using paperless transactions without face-to-face contact. It is crucial that customers consider purchasing online as an alternative to the traditional method of going into a retailer and buying a product off-the-shelf.

Dell is focused on enhancing its image and relationships, not only with customers, but also with employees and the wider community. To do this, the website is also used as a communication tool for news, press releases and general information to help customers, employees, the media and prospective employees find out more about the company.

Related Link

http://www.dell.com/