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, Customer Service 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, Customer Service

As Senior Vice President, Dell EMC Customer Service, Mary Cay leads a team of more than 8,000 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, product installation and repair, proactive maintenance, logistics, repair, escalation, and service account management. She has more than 25 years of experience in service and supplier management, and a proven track record in building outstanding service delivery organizations. Prior to joining Dell EMC, she was Vice President of Global Customer Service Delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun’s support services.

Mary Cay has been a recipient of the Denver Business Journal’s Outstanding Women in Business (High Tech and Telecommunications) Award and the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She serves on the Technology Services Industry Association (TSIA) Field Services Advisory Board, as well as the steering committee for TSIA’s Women in Services community of interest.

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