Case Study: Dell achieves 40% faster customer support and seamless Dell/EMC/VMware service with Boomi

How Boomi Helped Dell, EMC, and VMware With the Industry's Largest M&A Deal

After Dell’s 2016 acquisition of EMC (and its majority stake in VMware), the combined company faced the massive task of unifying customer support across three organizations with tens of thousands of agents and different support platforms (two Salesforce instances and a custom VMware system). Rather than migrate everyone to a single system—a process that could take years and require extensive retraining—Dell wanted a fast, low-disruption way to give agents complete, up-to-date customer information regardless of which platform they used.

Using Boomi’s AtomSphere low-code integration platform and prebuilt connectors, Dell built the Automated Customer Management Collaboration (ACMC) integration in about 12 weeks. The solution gives support agents a unified view of customers’ Dell, EMC, and VMware products, tickets, and notes, cutting response times by 40%, avoiding costly retraining and lengthy migrations, and fostering faster cross-company collaboration.

Dell

Manikandan Rathinavelu

Director