Case Study: Financial Services Company achieves continuous availability with Dell EMC Customer Service

Dell EMC Customer Service Exceeds Expectations

Financial Services Company, which manages domestic and international equity, fixed‑income and money‑market funds distributed through thousands of intermediaries, faced a critical challenge: maintaining continuous availability because unplanned downtime can cost the business millions. The company’s Director of Information Management oversees storage, backup/recovery, and databases and relies on Dell EMC hardware and services—including Dell EMC VMAX arrays, Dell EMC Centera archiving, Dell EMC Data Domain deduplication systems and Dell EMC Customer Service—to support Tier 1 applications.

Dell EMC implemented a proactive support model using Dell EMC Customer Service, Secure Remote Services (ESRS v3), phone support and online forums, plus hands‑on monitoring, patch scheduling and trained technical staff familiar with the customer’s environment. The result was faster resolution of routine failures (patches and disk issues), reduced time at risk, and shrunken backup windows from the Data Domain deployment—delivering continuous availability and greater confidence in operational uptime thanks to Dell EMC’s responsiveness.