Case Study: Orange Business Services achieves proactive, rapid issue resolution and SLA assurance with Dell EMC Customer Service

Dell EMC Customer Service delivers rapid, proactive support

Orange Business Services (OBS), the enterprise IT and telecommunications arm of Orange, runs large, mission-critical storage and backup environments that support both internal operations and external customers. To manage this complexity and meet strict SLAs, OBS relies on a broad set of Dell EMC products and services — including Dell EMC VMAX, VNX, NetWorker, Avamar, Data Domain, and Dell EMC Customer Service offerings — while seeking a more proactive, personalized support model to avoid downtime and speed issue resolution.

Dell EMC implemented a mix of Personalized Support (Dedicated Support Engineers and a Service Account Manager), Secure Remote Services (ESRS), Online Support/MyService360 visualization and analytics powered by the Dell EMC Data Lake. This combination enabled proactive health monitoring, faster case handling and targeted expertise; for example, Dell EMC quickly diagnosed a Severity 1 incident as third‑party related, mobilized experts, and helped OBS preserve its SLA — delivering measurable improvements in response times, reduced troubleshooting effort, and greater confidence that systems are well maintained.

Orange Business Services

Laurent Coussemacq

Head of Storage and Backup Operations