Desktops

The two top concerns on the CIO’s mind during the desktop purchase process
are the product itself, and post-sales support. The key concerns for the CIO,
when thinking about product features, are product reliability and overall
product performance, followed by ease of integration with existing setup and
warranty/replacement schemes.

The overall satisfaction delivered by most desktop vendors lies within a very
thin range indicating what in cliched industrywallah jargon is, very tough
competition.

HCL’s scores on both of the top two parameters–product features and
post-sales support–rate above the average industry expectations. So it comes
across as no surprise that HCL tops the tally this year, but only just. Close on
HCL’s heels is another Indian PC vendor, Wipro. The HP-Compaq combine takes
the third position. Last year they featured as different brands but a combined
average of their scores would have placed them at an identical position.

What really swings the scores in HCL and Wipro’s favour are their
consistent scores in the pre-sales and marketing, and the delivery and
installation parameters, where they either match or beat industry expectations.
IBM too fares much below the average expectation of a CIO.

But the one obvious question that needs to be addressed is the reason for IBM’s
fall from grace. From the No. 1 last year to sixth this year. Last year, IBM
volumes jumped substantially and with after-sales support and service outsourced
to third party service providers, IBM’s direct control over the quality of
service is lower, especially in upcountry markets. A quick look at the numbers
tell a similar story. IBM’s relative performance in after-sales support is
lower in comparison to the industry expectation, while as far as pre-sales and
marketing goes, IBM’s relative performance is higher.

With the customer’s expectation about level of service is much higher with
premium brands like IBM and, therefore, a small deviation in standards stands
amplified. Couple this with their growing installed base, its fall was
inevitable. However, this brings, wrapped beneath its wings, an opportunity for
IBM to engage these customers in service recovery.