THE INTERVIEW
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drive efficiencies in how we operate while also
creating new capabilities. In the case of the
coronavirus pandemic, companies didn’t have
time to make a cultural shift, but those that
had built flexibility and resilience into their
processes had an edge. For those that kept
their technology current, the abrupt transition
was an event, but it wasn’t as big an event as
it would have been if they had been ignoring
software and hardware updates and letting
their systems get dated, because no one had
time to react and recover.
How have you seen Dell Technologies’
digital transformation impact your
customers?
Our digital transformation impacts our
customers in a few ways. The first is that we
can be a reference for them in terms of how
we use our own technology to drive change.
We are a living example of what we suggest
that they should be doing, as well. Another
aspect is, as a large company with a complex
IT legacy of technology implementations,
a lot of our transformation work is to
improve the ease of doing business with Dell
Technologies—whether that is the ease of
purchasing, paying, or getting support.
Finally, by using digital technologies
across the board, we continue to deliver a
better experience for our employees. Our
competitive advantage is highly dependent on
the talent that we can bring into the company,
so a great employee experience creates a
great customer experience.
What are some of the Dell Technologies
solutions you’ve implemented?
With the full suite of capabilities across the
Dell Technologies family, our IT organization
is kind of like kids in a candy store. Our data
center foundation is built on Dell EMC servers
and storage, and our employees use our
laptops, desktops, docking stations, monitors,
etc., every day. In our digital transformation,
we’re building out and converting to the Dell
Technologies Cloud Platform.
We’re using VMware solutions on
our converged and hyper-converged
infrastructure, and leveraging softwaredefined
networking. Pivotal Cloud Foundry
and Pivotal Container Service have been
instrumental in driving our application
transformation—rewriting applications to
then work on Dell Technologies Cloud. And
you can’t have digital transformation without
workforce transformation. Unified Workspace
has been a key component for creating
a better end-user experience across the
company.
What are some of the business
results you’ve achieved through
digital transformation?
We’ve seen some great metrics within our own
IT organization. By eliminating redundant work
and reducing manual tasks or testing, we’ve
shifted about 10 percent of our workforce into
our development team to be able to engage
with our business partners directly to develop
new solutions. We’ve reduced our cycle time
to deploy new capabilities by 30 percent. And
we’ve reduced the number of incidents—
when a user calls us—by 31 percent by
concentrating on our users’ experience:
fixing the root cause of existing problems and
driving quality in our new capabilities.
The net of it all is that we’re getting faster
and more responsive, quality is improving, and
we have better engagement with our business