Last September, the newly expanded Dell IT team helped to deliver the largest tech merger in history and began integrating and enhancing the performance of its systems and applications across the two industry heavyweights. Sure, there were hurdles and headaches along the way, but this was the best and fastest integration I’ve seen in my career, with minimal disruption to our customers and team members.
An integration of this magnitude is never easy. I’ve lived through a few of these over the years, and having learned a thing or two, I’d like to share a few reasons for our success.
First, we pragmatically prioritized our activities. Like all IT organizations, we needed to run the business while merging the teams and integrating the systems and applications. We neither had the time, nor the budget, to do everything on our list, so we initially focused on the most critical (and numerous and complex) integration activities:
Merging our web platforms for a unified, Dell-branded experience
Enabling thousands of our sales folks to easily locate, contact and collaborate on deals with each other while providing customers with a smooth, unified sales experience
Consolidating our partner portals
Automating revenue cycle processes for VxRail, Dell EMC’s first joint product
Integrating two legacy networks to provide initial collaboration and productivity
Setting a course for integrating IT operations to bring together Dell and EMC in the largest merger in high-tech history is a bit like climbing a mountain. You need to decide where to start and map out the path you will take to get to the top.
Defining Dell IT’s (the name of the new combined organization) journey for integration was the first step as we began the process of molding both companies’ IT resources into one IT organization to serve what was becoming a 140,000-person global company. And while we still have a ways to go in our integration effort, here are some of the methods we used and lessons we learned so far that might make your IT integration journey a little less daunting.
The data lake has not only allowed IT to open up Big Data to a broader community of internal business users, it is now helping us channel unprecedented amounts of information to DELL EMC customers as well.
Using data lake technology, for example, IT and our DELL EMC business groups forged a groundbreaking partnership to allow customers to leverage Big Data to monitor and proactively manage their IT environments. We created a tool called MyService360, an on-line solution that gives DELL EMC Support customers and partners easier and faster access to near real-time service information. It features a personalized dashboard that provides customers with a 360-degree view of their environment and customer service experience.
Launched last May, MyService360 only scratches the service of the potential value that is expected to spring-board from leveraging Big Data in the data lake. Having all the data in a centralized location provides easy access and gives developers and data scientists the opportunity to gain data insights that would be extremely difficult to achieve without the data lake. Those insights can then be used to create metrics that we can share to empower our customers.
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