Service Excellence

Global Services Tech Talk: Thinking Differently About Support – How to Use MyService360 to Unlock the Wonders of Big Data

Mary Cay Kosten By Mary Cay Kosten Senior Vice President, Dell EMC Customer Support Services July 8, 2016

At EMC, we want to enable our customers to unlock the wonders of big data and provide them with a modern customer service experience. MyService360™ does just that…it revolutionizes the product and service experience to unlock the MOST value for our customers. MyService360™ is a one-stop shop for personalized, actionable insights about our customer’s service and support environments.

This video provides insight on MyService360™, our new service-centric online dashboard that gives you deep visibility into the health and wellness of your EMC environment. It’s a new feature of EMC Online Support that provides visually compelling and intuitive ways to get personalized views of your global environments and service experience, powered by the EMC Data Lake™.

We will take you through this new online capability, and discuss key benefits and capabilities such as Install Base overview, analysis of code levels, as well as the ability to see where your service requests are awaiting your action.

If you’d like to learn more about MyService360™, check out our service overview or let us know via the comment section on below. We look forward to your comments as well as your ideas on how we can continue to best serve you.

You may also be interested in ‘Unlock Customer Intimacy Through Big Data‘ and ‘5 Features of a Modern Service Experience

 

Mary Cay Kosten

About Mary Cay Kosten


Senior Vice President, Dell EMC Customer Support Services

Mary Cay Kosten is Senior Vice President, Dell EMC Customer Support Services. Mary Cay leads a team of more than 7,000 professionals that service Dell EMC’s global customer base. Mary Cay is responsible for creating and driving Dell EMC's customer service strategy and programs spanning remote support, field service, product installation and repair, proactive maintenance, logistics, repair, escalation, and service account management.

Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining EMC, she was vice president of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun’s support services.

Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for “An Outstanding Customer Service Experience,” the TSIA Award for Excellence in Service Operations, and was inducted into the STAR Awards Hall of Fame.

Kosten is a 2008 recipient of the Denver Business Journal’s Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the steering committee for TSIA’s Women in Services community of interest.

She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.

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