E-commerce: Unconquered Territories

Now, Dell purchases take, on average, only 1.9 days from requisition creation to order reception. The benefit to customers is clear, and this is what keeps them coming back.

Fountain says nurturing the customer relationship is one of Dell’s chief online goals. While online ordering has helped Dell maintain solid relationships with small and large corporate clients, there’s more than just a buy-side benefit. Now that corporate customers have access to tracking information right from their browsers, Dell experiences fewer calls: up to 100,000 fewer per quarter.