Abstract for: Dell's SupportAssist Customer Adoption Model: Enhancing the Next Generation of Data-Intensive Support Services

We developed a decision support system to model, analyze, and predict market adoption of Dell’s SupportAssist program. SupportAssist is a proactive and preventive support capability that can monitor system operations data from all connected Dell devices around the world and, based on machine learning techniques, can predict impending failures in those devices. Performance of such data-intensive services is highly interconnected with their market adoption: service performance depends on the richness of the customer database, which is influenced by customer adoption, which in turn depends on customer satisfaction and service performance – a reinforcing feedback loop. We developed the SupportAssist Adoption Model (SAAM), which is a decision support system customized for Dell’s SupportAssist but also applicable to other data-intensive services. SAAM utilizes various data sources and modeling techniques, including system dynamics models, to predict market response under major Dell design, marketing, and delivery-related strategies. Dell anticipates to improve SupportAssist market adoption and revenue from support services as a result of using this analytical tool. Moreover, improving SupportAssist adoption results in decreasing the likelihood of computer system failures in various industries such as healthcare, nuclear plants, and defense, contributing to social well-being and Dell’s corporate social responsibility.