Case Study: TravelSky achieves stable operations and proactive issue resolution with Dell EMC Customer Service

EMC Customer Service has positive impact on operations

TravelSky, a Chinese state-owned enterprise and the dominant IT provider to China’s air travel and tourism industry, needed to maintain high uptime and availability, control costs, and plan for future growth while balancing operational stability with the introduction of new technologies. To meet these challenges TravelSky relied on Dell EMC — deploying Dell EMC hardware and software and using Dell EMC Customer Service resources including a Service Account Manager (SAM), EMC Secure Remote Services (ESRS), and phone support.

Dell EMC delivered a mix of products and proactive support: a dedicated SAM for technical consultancy and onsite coordination, ESRS for secure remote monitoring and fast fault diagnosis, and responsive phone/onsite engineering. This combination enabled quicker incident resolution (for example, resolving a disk timeout), repeated identification of major faults, and ongoing operational protection, producing a more stable environment, proactive issue resolution, and improved cost control and innovation for TravelSky.

TravelSky

Feng Yi

Manager of the System Operation Department