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Joined on 08/21/2007 Posts: 1
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Dell's Solution Provider Direct Update

22 August , 05:30 PM

Back in May, Michael appeared on the cover of CRN and announced that Dell is expanding its channel strategy and will launch an "authorized partner" program and deal registration by the end of this year. Since then, we've been having lots of conversations with our current channel partners like Eze Castle Integration. Some customers have questioned our efforts, but I assure you Dell's commitment to solution providers is real. Moving forward, I and others will blog about developments in our strategy to make the long-term vision more clear.

Yesterday, members of our Solution Provider Direct team updated hundreds of channel executives and media at the annual CMP XChange event in Orlando on progress Dell is making with our channel initiatives. 

 At XChange, we also circulated a survey to get feedback on authorized partner program elements that will most influence solution providers to do business with Dell. We'd love your feedback, too. Later this week, we'll add a link to the survey when we get it set up.

Update 8/23—Please click on this link to get to the survey.

We still have a ways to go and won't be ready to announce the details of authorized partner until later this year, but here are some points I made during the XChange conference:

  • We have new VPs in Europe and the Americas (which encompasses the United States, Canada and Latin America). Josh Claman is the VP of channels for EMEA, and Greg Davis now serves as VP for our channel business in the Americas.
  • We've recently hired IPED-a member of the CMP family-to help us flesh out details of our initiatives. Their channel expertise and credibility is extremely valuable to us, and we are excited about the partnership.
  • We acquired SilverBack Technologies. Dan Phillips, SilverBack CEO and now a Dell director, and his team will be instrumental in helping us build a partner network and program we think will be very compelling.
  • One significant component of authorized partner that is fairly far along in its development is Deal Registration. Some solution providers have concerns about Dell's direct hardware business competing with their sale or resale of hardware to customers. Deal Registration will reduce this conflict and hopefully increase solution providers' trust in Dell.
  • You will see a tiered program from us. Dell is a performance-based culture, and we want to set up our partner program in much the same way.
  • Finally, we are upping our marketing efforts to the channel with regional Solution Provider Direct customer briefings, investments in events like XChange, and a dedicated marketing team.

Update 8/23: I'll add the link to the survey to this post when it's live. Appreciate your feedback. Here's the link for the survey.

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MegaBite Computers
10 Nov 2007 05:57 AM
Yes it does....
 
Len
08 Nov 2007 10:09 AM

I have been trying to get set up as a Dell Solution Provider. I have submitted forms online, talked to people on the phone, emailed, etc. but I can not seem to get anywhere. I have been working on this for nearly 2 months now. Employees will not return my calls. I just went to submit a third application on the "Dell Solution Provider Direct" page but the script is now broken.

I own a busy computer store and I will be carrying some name brand computers in the near future. I had wanted to carry Dell machines but I am going to be forced to carry a different brand if Dell doesn't want my business.

Does this mysterious solution provider program really exist?

 
Matthew Reid
13 Sep 2007 11:18 PM

As of our very recent encounters with Dell there still seems to be no clear cut idea of sales/discount levels or goals.  Employees do not seem to understand the word "partner" and it takes prohibitively long to place orders forced to phone. 

 

How can we be expected get sales teams excited, if Dell doesn't tell us what goals they would prefer we achieve as solution providers?  And how are we supposed to sell volume, if discounts are randomly given by negotiating on the phone for each order with a Dell representative? 

 

We just want a definition of what to consistently expect when working with Dell so we can make informed decisions. 

 
Computer Consulting Kit
13 Sep 2007 08:57 AM
There are a lot of great partner programs out there available for solution providers. I know I and a lot of computer consultants have been watching the progress Dell has been making over the past few years as it has been reshaping its business. It’s good to see that along with offering a new business model, Dell is also reshaping its offerings for solution providers. Everyone will definitely need the extra support to better understand new developments! I give out free tips in my blog about IT consulting for those at various stages of their businesses – particularly those involved in the SMB market -- that can help maximize the revenue and client base of any company. I also advise many computer consultants looking to help clients choose the right hardware and software for their companies, and I know many use Dell products. Thanks for the blog post!
 
John Black
12 Sep 2007 06:36 PM

To Whom It Concerns:

Requesting American Support:  India Support I will hang up...

I ordered a systemboard via phone number 3 weeks ago. Dell cancealled my order and no one from Dell called me back to explain the reason.  I still need a systemboard. This is the last transaction that I will ever do with Dell and I will tell everyone I know how bad Dell is with India Support. They never returned my calls, are difficult and rude on the telephone. If no one here can respond to my request I will be making a special effort to get my systemboard ordered from someone that speaks English.

Thank you.

 John Black 

 

 
 
Randal
12 Sep 2007 05:31 PM

Just a question...what is the process to discuss being a channel partner for service. It looks like there may be a need in some areas.

Thanks
 
Fox
24 Aug 2007 02:50 PM

In the latest earning update analysts noticed higher then usual stock levels for PC components, asked about this HP CEO Mark Hurd said it was done on pupouse to prepare for the next shopping season.

I wonder if ...

1/ HP is buying now because component prices are low, it become an investment

2/ This maybe leaving supplier preferring to oversupply HP (very big orders) rather than keeping to promises with Dell (many small orders for just-in-time needs)

3/ Dell procurement is in re-organisation since arrival of new Chief (Cannon arrived in January) and employee morale maybe lmow due to fear of 10% layoffs announced

I would consider HP did this strategically to undermine Dell before back-to-school and other intensive shopping periods.

 This while on this blog the Mr.Hurd post series where put on. Dell are you spending more time on digital media then caring about your employees and their business ???
 
turtle
24 Aug 2007 01:37 PM
Channel partners are key.  Great blog post!
 
Ross Brown
23 Aug 2007 10:12 PM
The challenge that Dell faces isn't in designing the right deal registration program or getting their tiers and discounts right; the challenge lies in creating a corporate culture that understands that being a partner is about being predictable and going for a win/win, not a culture of 'win the deal at any cost'.  The 'win the deal' culture served Dell very, very well against IBM and HP when they were somewhat hamstrung by their channel engagement rules and discount models, but it may be the most vexing part of formally entering the channel for Dell.
 
Rob
23 Aug 2007 04:14 PM

Guys we want to hear about the actual problems and how you've either fixed them or are going to fix them.

Somehow this stuff you're putting out there to keep us 'informed' is just not helping with the product delays.

In my business if it doesn't ship same day, I believe you increase the chances of errors. I think a reasonable time to build a computer is 5 business days. This is in striking contrast to the one month quoted on order date.

A paint issue doesn't slipp over into the business line of computers. A screen issue doesn't delay lattitude models.

Start being honest here... this is likely going to be the text book example of a bad move by a large company. I'm sure they'll be teaching this in MBA programs as 'how not to do business'.

So out with it, what is really going on? Why is may laptop taking more then a week to build?

Money troubles?

Defective designs?
 
Bob
23 Aug 2007 10:21 AM

Hey - great to hear you have new VPs and your Channel Partners are gelling in Orlando.

If you have anytime left over could someone give a quick call to the dock and start getting your products shipped to your customers !! 

Sorry for bothering you with such a insignificant request.......