B2B Marketing Strategy Proposal | Trường Đại học Quốc tế, Đại học Quốc gia Thành phố Hồ Chí Minh

lOMoAR cPSD| 59085392
Detailed sales proposal outline 3/Executive Summary
1) Mission & Vision: Briefly explain the vision of the proposal
Mission: We aim to empower International University – HCMC with cutting-edge, reliable computing
solutions to enhance teaching, learning, and administration efficiency when IU’s requirements are robust
and future-ready infrastructure tailored with scalable, secure, and energy-efficient solutions.
Vision: Our vision is to become IU's trusted long-term partner in digital transformation by delivering
high-performance, scalable, and sustainable IT infrastructure.
2) Overview of your company: Key facts and unique selling points.
Dell Technologies has been a top-tier IT provider in Vietnam for over 25 years with significant growth of
60% in fiscal 2022, known for its strong partnerships with local distributors like FPT and Digiworld.
With a wide service network and fast on-site support, Dell is trusted by many Vietnamese universities
(Hanoi University of Science and Technology, American University in Vietnam, FPT University, etc) for
building smart classrooms and digital infrastructure. Its energy-efficient, secure, and scalable solutions
align with Vietnam’s digital transformation goals, making Dell a reliable partner for education and public sector modernization.
3) Summary of the solution: High-level description of the software and its benefits.
Scope: Full replacement of classroom and office computers with Dell OptiPlex desktops, Latitude
laptops, and supporting peripherals.
Included Services: Software licensing, installation, maintenance, warranty support, and user training.
IV. Client’s current situation
1. Overview of current system and process
International University (IU), part of Ho Chi Minh City National University, is one of the pioneers in
Vietnam in teaching entirely in English. With a strong developing research activities. However, the current
facility is still limited in terms of equipment synchronization, processing performance and the ability to
support morong internationalization orientation, IU implements many joint training programs with foreign
universities, modern learning models such as hybrid or online.
2. Scale and scope of operations
IU currently has approximately 8.100 undergraduate students, 790 postgraduate students and more than 500
faculty and staff (08/2024). With a huge number of students in demand of using computers to study,
program, process technical simulations, write reports or take online exams poses an urgent need to upgrade the quality of study.
3. Departments involved in the technology implementation process
The Info Technology (IT) Department is responsible for managing all hardware and software systems in
the school, and is the main focal point for integrating and operating new equipment.
The Training Department will be responsible for LMS systems and supporting lecturers in using equipment
for teaching. Specialized departments such as Engineering and IT are also the direct users of high- lOMoAR cPSD| 59085392
configuration computers for academic purposes. In addition, departments such as Admissions and Student
Management need to be equipped with powerful and secure equipment to process sensitive administrative data. 2. Problems: : 2.1: Computers:
Teaching and learning equipment is always the most mentioned issue in each evaluation period at IU.
Machine malfunctions when computers have low configuration or are difficult to start due to being outdated
have caused many difficulties for not only students but also lecturers when studying and working at the school. FPT Elead F20RAA GoodM! HP EliteOne 800 ASUS + Separate G5/G6 CPU Features
+ Older generation Intel + Modern +All-in-
+Full HD monitors, + Large screen, Core i3 One
but no webcam + oldfashioned design + 4GB RAM
+ hidden webcam + Bulky setup with + Runs Windows 10 + HDD, VGA-only Windows Hello messy cables. Home with an support support. oldergen Core i3. Status + Slow, laggy when +Advanced, but + Difficult to multitasking or limited in quantity upgrade, handling large files
and not sufficient +Not ideal for online underperforms with + cannot connect to for
school-wide learning/ meetings; demanding tasks + modern devices (no deployment
lacks aesthetics and Not aligned with HDMI support) convenience. long-term strategy.
The disparity and inconsistency between device types leads to inconsistent experiences, affecting the quality
of teaching and learning. Furthermore, projectors in classrooms are not guaranteed, leading to poor lecture
quality. The lack of webcams on many devices makes online learning/meeting not well supported. Device
management, software updates and security systems are still done manually, leading to the risk of
obsolescence and not ensuring long-term data security.
These computers, with over 60 units in room A1.201, are budget-oriented desktops designed for
fundamental tasks suiting academic learnings .Each unit features a 19.5 or 20-inch HD/HD+ LED display,
sufficient for displaying text and basic learning content. Powering these systems is an older-generation Intel
Core i3 processor, paired with a mere 4GB of DDR4 RAM, which significantly hampers performance when
running multiple applications or heavy web pages. Storage is handled by a 1TB HDD, offering spacious
space but slower overall operation compared to modern SSDs. Graphics are managed by integrated Intel
HD Graphics, suitable for basic display needs but not demanding visual tasks. A notable limitation is the
predominance of VGA connectivity, making it challenging to connect to contemporary external devices that
primarily use HDMI or DisplayPort. Essentially, these machines are best suited for light educational or
office work, but their constrained RAM and outdated connectivity present considerable bottlenecks for modern computing demands.
The HP EliteOne 800 G5/G6 series, with over 40 units in room A1.202, are modern, all-in-one desktops
designed for professional and educational environments. Their sleek, two-tone silver and black design and
minimalist "4-line" HP logo instantly convey a premium aesthetic, making them ideal for contemporary lOMoAR cPSD| 59085392
classrooms, labs, or offices. A standout feature is the pop-up webcam, which offers enhanced privacy and
security, with some models even supporting IR facial recognition for Windows Hello—perfect for video
calls and secure logins. These units also come with a low-profile, chiclet-style keyboard (often wireless),
ensuring comfortable and quiet typing, often including a numeric keypad for data entry. The all-in-one form
factor itself is a major benefit, integrating the computer and monitor into a single unit to reduce cable clutter
and simplify setup, making these PCs an aesthetic, minimal, and highly practical choice for multi-unit
settings like computer labs or teacher workstations.
Located across various rooms and the library, the common setup includes a separate ASUS monitor,
keyboard, and mouse. These ASUS monitors, identifiable by their centered logo and angular V-shaped
stands (often from the VZ series or similar), typically feature 21.5" or 23.8" IPS or VA panels with Full HD
resolution. The accompanying ASUS keyboard provides a full-size layout with a numeric keypad and
comfortable chiclet-style keys suitable for sustained use in educational or office settings. A basic wired
ASUS mouse, often bundled with their desktop systems, completes the peripherals. The monitor connects
via standard HDMI/VGA and a separate power cable, clearly indicating it's not an All-in-One unit. This
non-AIO design, however, presents limitations: it necessitates extra desk space for a separate CPU, lacks
an integrated webcam for online learning or video conferencing (requiring an external purchase), and the
visible cabling makes it less aesthetically streamlined than integrated All-in-One systems.
The GoodM! All-in-One PC features a large screen, likely 23 inches or more, with a 16:9 aspect ratio,
though its thick bezels and dated design suggest it belongs to an older generation. An Intel Core i3 sticker
on the bottom-left corner indicates it's powered by an Intel Core i3 CPU, most probably from the 4th to 6th
generation. As with many older AIOs, this model faces several limitations: upgradeability is often difficult
or impossible for core components like the CPU and GPU, and even RAM or storage upgrades can be
challenging. Repair costs tend to be higher because a single component failure might necessitate servicing
or replacing the entire unit, rather than just a part in a traditional desktop. Its integrated design can also lead
to less efficient thermal management, potentially impacting performance during heavy usage. Furthermore,
AIOs are typically more expensive than desktop towers with comparable specifications, and they represent
a single point of failure—if the screen breaks, the entire computer becomes unusable.
2. Software and OS Information and evaluation
2.1. FPT Elead F20RAA (Room A1.201 – 60+ Units)
With only 4GB of RAM, traditional HDDs, and older Intel Core i3 CPUs, these machines face severe
performance bottlenecks, struggling with multitasking, application loading, and especially modern
webbased or cloud software. The inclusion of Microsoft Office 2013 is a critical vulnerability, as support
for this suite officially ended on April 11, 2023, meaning it no longer receives security updates or bug fixes,
posing significant security and compatibility risks. Furthermore, running Windows 10 Home lacks essential
enterprise-level features such as BitLocker encryption, Group Policy management, and Windows Update
for Business, leading to security and integration gaps and hindering efficient IT management and
compatibility with modern cloud services like Microsoft Teams or OneDrive auto-sync 2.2. HP EliteOne 800 G5/G6
Units equipped with Windows 10/11 Pro, built-in webcams, and Windows Hello support offer a
significantly more streamlined and professional user experience. These features are strong assets for
facilitating remote teaching and ensuring secure logins, establishing a valuable standard for potential
broader adoption across the university. The enterprise-level features and enhanced security provided by
Windows Pro editions further strengthen their utility in an institutional setting. However, their overall
effectiveness remains reliant on underlying hardware performance, particularly the processor and RAM, lOMoAR cPSD| 59085392
and to truly optimize workflow consistency, standardization across more university rooms would be beneficial.
2.3. ASUS monitor setups (Labs/Libraries)
Some setups feature Windows 10 Pro, paired with LibreOffice for its flexibility and cost-efficiency. These
systems utilize modular CPUs connected to external monitors, which, while offering some hardware
flexibility, inherently lack integrated webcams and microphones. This absence makes them unsuitable for
essential modern academic activities such as online exams, hybrid classes, or video conferencing without
additional peripherals. Furthermore, while LibreOffice is generally good for basic use, it can present
compatibility challenges with complex Microsoft Office files, potentially impacting workflows that rely on
features like Excel macros or intricate PowerPoint animations. 2.4. GoodM!:
Some older systems, running Windows 10 Home and equipped with older i3 CPUs and integrated screens,
face significant limitations. Their limited processing power means they are primarily suitable for basic
administrative tasks only, struggling considerably with modern software such as Zoom, Microsoft Teams,
or large Excel files. As with other machines running Windows 10 Home, these units lack advanced security
features and the ability to join a domain, which are crucial for a managed IT environment. Furthermore,
their integrated design makes them not future-proof, as upgrading components like RAM or an SSD is often
difficult or impossible, severely limiting their lifespan and potential for improved performance. 2.5. What Dell Can Support?
Dell provides a comprehensive suite of education-optimized solutions specifically designed to tackle
common IT challenges in academic settings.
Firstly, Dell offers robust Hardware Upgrade Options across its Latitude, OptiPlex, and Precision lines of
laptops and desktops. These include configurations with 8GB or more of RAM and SSD storage for
significantly faster boot times and enhanced multitasking capabilities. Furthermore, they are equipped with
Intel Core i5 or i7 processors, often featuring Intel vPro technology for superior enterprise manageability.
Dell also provides Small Form Factor or All-in-One options to help minimize desk clutter in classrooms and labs.
Secondly, regarding the OS and Software Ecosystem, Dell systems are shipped with Windows 11 Pro. This
provides educational institutions with crucial features such as BitLocker encryption, Remote Desktop
capabilities, and Group Policy management. This also ensures seamless integration with the entire
Microsoft 365 ecosystem, including essential applications like Office, OneDrive, and Teams.
Thirdly, Dell's solutions incorporate valuable Education-Centric Tools. Their systems are compatible with
Microsoft 365 A1/A3 licenses, which are often available for free or at a discounted rate for schools. They
also support Dell Optimizer software to further enhance system performance and can come with
preconfigured learning platforms or be customized efficiently through Dell Provisioning Services.
Fourthly, Dell's designs emphasize Built-in Collaboration Features. Many models are equipped with Full
HD webcams, dual microphones, and noise cancellation technology, making them ideal for supporting
hybrid or fully online classes. They also offer integrated support for Windows Hello and biometric login,
contributing to improved security and user convenience.
Finally, for IT departments, Dell enables robust Centralized IT Management. Dell devices can be efficiently
managed through various platforms, including Microsoft Endpoint Manager, Dell Command Suite, or lOMoAR cPSD| 59085392
Azure Active Directory. This capability significantly streamlines device setup, security patching, and user
access management, simplifying operations for school IT teams. 2.6. Recommendation Summary Issue Limitation Dell Solution Incompatibility, no security Outdated OS/Office
Dell systems with Win 11 Pro + M365 updates Slow performance, app Low RAM/HDD Min. 8GB RAM + SSD standard crashing No webcams Unfit for hybrid classes Built-in FHD webcams + audio No IT controls Hard to manage updates/users
Enterprise tools (BitLocker, Group Policy, Azure AD) Limited software
MS Teams, OneDrive, Edu tools pre- No cloud sync or modern tools integration installed
6. Technology strategies are moving towards (giả định)
Expanding online and hybrid training models: In the post-COVID-19 context and the trend of
education 4.0, IU has been implementing many online teaching activities, combining offline and online
(hybrid). Promoting LMS (learning management systems such as Moodle, Canvas) and video conferencing
platforms (Zoom, MS Teams) is a sign that IU needs to build a stable hardware infrastructure, support
webcams, microphones, and security features to serve remote learning and teaching effectively and long-
term. => This strategy requires investing in computers with integrated webcams, microphones, multi-
platform support, and stable connections.
Standardize IT infrastructure for international accreditation: With the goal of meeting the standards
of international accreditation organizations such as ABET, AUN-QA or FIBAA, IU needs to standardize
management information systems (student information systems, learning analytics), store digital data, and
deploy platforms to support transparent and synchronous monitoring and evaluation of learning outcomes.
=> This requires a strong, secure hardware infrastructure that supports big data and integrates well with specialized software.
Enhancing the digital experience for students: Students at IU have high expectations for their
technology experience – from using the electronic portal, registering for online courses, to accessing digital
learning resources anytime, anywhere. Upgrading computers in libraries, classrooms, and self-study spaces
is an important factor in improving student satisfaction and learning efficiency. => IU requires high-end
devices, fast access speed (SSD, RAM ≥ 8GB), high-quality screens, and friendly interfaces.
Enhance cybersecurity and effective data management: With the increase in the amount of sensitive
data (student records, academic results, tuition payments), IU faces the risk of data leakage and cyber
attacks. Cybersecurity strategies, endpoint security, data encryption and endpoint monitoring are top
priorities. => Computers need to integrate TPM 2.0, support Windows Hello, and be managed via Dell
Endpoint Security or Microsoft Intune.
Towards a “green” environment and sustainable development: The school is pursuing sustainable
development values (SDGs), including using energy-saving equipment, low heat generation, recyclable and
longer life. Technology equipment not only needs to be efficient but also environmentally friendly and have lOMoAR cPSD| 59085392
energy certifications such as Energy Star, EPEAT. => Dell OptiPlex and Latitude have a “Green IT” design,
optimizing temperature and power consumption. V, Proposed solution Solution Highlights Specific benefits for IU Relevance to IU strategy Dell OptiPlex - Integrated -Aesthetic and compact - Hybrid learning Allin-One (AIO) machine andmonitor for - Digital experience
-Compact, space-saving labs, libraries - Energy saving design - Space saving -Built-in security - Optional touch - Limited cables, (SafeBIOS, SafeID) screen easy tomaintain - Secure on/off - Supports online & webcam hybridlearning Dell Endpoint - Centralized - IT IU can manage - Standardize
Management Suite devicemanagement alldevices (lab, office, management - Automated personal) - Hybrid/online softwaredeployment - Reduce support - Remote maintenance - Optimize IT monitoringand updates costs team - Support via - Easy to scale - Reduce Microsoft - Optimize IT operating Intune, VMware operations costs Dell Trusted - BIOS, - Protect - Data Security Device Security hardware, datasecurity student/facultydata - International - Data encryption - Meet Auditing andanti-malware international - Safe - Multi-factor accreditation standards Digital authentication - Secure endpoints Transformation - SafeID, fromthe ground up - Minimize Internal SafeBIOS, - Increase Risks SafeData integration credibility whendeploying technology
- Dell OptiPlex AIO is suitable for computer rooms, classrooms, faculty/department offices
● Integrated design (AIO): All in one (monitor + computer) → space-saving, high aesthetics, suitable
for modern educational environments such as labs, libraries, meeting rooms.
● Integrated high-quality webcam + microphone: Supports online teaching/meeting via Zoom, MS
Teams without the need for separate devices.
● Touch screen (in some high-end models): Convenient for lecturers to directly operate, write, draw, present lectures.
● High durability and stability: Designed for business and educational environments, operating
continuously for 8-10 hours/day without overheating or performance loss. lOMoAR cPSD| 59085392
● Optional configuration from i5 to i7, SSD ≥ 256GB, RAM ≥ 8GB: Well suited for specialized software
such as SPSS, AutoCAD, MATLAB.
● Remote device management via Dell Command Suite: School IT can monitor, update, and reinstall
software without manual intervention on each machine.
- Endpoint Management Suite: This is an endpoint management solution from Dell, integrating tools
such as Dell Client Command Suite, Microsoft Endpoint Manager (Intune), or VMware Workspace
ONE, helps IU manage all devices easily and save effort.
- Trusted Device Security: This is a set of hardware and software security technologies preinstalled on
Dell devices (such as OptiPlex, Latitude), ensures comprehensive safety, which is a mandatory
condition in the digital era and international accreditation.
● Dell SafeBIOS: Checks BIOS for tampering or malware.
● Dell SafeID: Protects login data, integrated with Windows Hello (face/fingerprint unlock).
● Dell SafeData: Enterprise-grade data encryption.
● Dell SafeGuard and Response: Anti-malware and incident response solution in
collaboration with CrowdStrike, Secureworks. 6.ROI Business Case/
a. ROI Business Case/Benefits Analysis Demonstrating Value
Implementing Dell Technologies’ end-to-end software and IT infrastructure will significantly reduce IU’s
operational inefficiencies and long-term IT costs. The automation of administrative tasks, centralization
of data, and seamless digital learning platforms can lead to:
- 30% reduction in IT maintenance costs over three years.
- 20% increase in staff productivity via system integration.
- 25% improvement in student satisfaction scores, aligning with IU’s strategic goals in digital
transformation and education quality. Building Confidence
Dell Technologies is a globally trusted partner with a strong track record in higher education solutions.
The proposal is tailored for IU’s strategic focus on digital expansion, security, and innovation.
Facilitating Decision-Making
We’ve conducted a cost-benefit analysis (see below), showing that the total investment will be recovered
within 18 months post-implementation through cost savings and productivity gains.
Aligning with Business Goals
Our solution directly supports IU’s strategic initiatives:
- Enhanced cybersecurity infrastructure.
- Sustainable IT lifecycle management.
- Expansion of online/hybrid learning environments.
Strengthening the Proposal Metric Amount (VND) lOMoAR cPSD| 59085392
Estimated cost of current inefficiencies/year 3.5 billion
Projected savings/year after implementation 2.2 billion
Total investment (3-year plan) 3.8 billion ROI over 3 years ~74% Payback period ~18 months
b. Pricing and Payment Terms Pricing Structure
We propose a Subscription-based SaaS model with optional hardware integration: Package Monthly Annual Includes Basic 250 million 2.85 billion
Admin + basic student data system Standard 400 million 4.5 billion
Basic + learning management system Premium 600 million 6.75 billion Standard + AI analytics & cybersecurity suite Payment Schedule
- 30% upfront upon contract signing.
- 40% upon Phase 1 completion (core deployment). - 30% after full implementation and onboarding. Additional Cost Item Cost Description Customization ~200 million VND
Adapting software to IU’s internal workflows Training ~100 million VND
Staff workshops, documentation, user guides Support package Included in Premium
24/7 dedicated support, performance reviews Contract Terms
- Duration: Initial 3 years with auto-renewal options.
- Termination: 90-day notice with partial refund on unused services.- Renewal: Subject to performance
metrics and client satisfaction. Legal Terms
- Confidentiality: NDA and IP protection clauses will be enforced.
- Liability: Dell Technologies assumes responsibility for system performance, uptime, and data security as per SLA. lOMoAR cPSD| 59085392
7. Implementation Plan and Team – Dell Technologies for IU
To ensure the successful deployment of Dell Technologies’ solutions at International University, we
propose a structured five-phase implementation plan. Each phase clearly defines the roles and
responsibilities of both Dell and IU to maintain transparency, collaboration, and efficiency. The timeline
is estimated to span approximately 9 to 10 weeks, depending on scheduling and coordination from both sides. Project Timeline
Phase 1: Planning & Assessment (2 Weeks)
Objective: To align Dell’s technical solutions with IU’s infrastructure and educational needs
through a collaborative discovery process. lOMoAR cPSD| 59085392 ●
Dell’s Responsibilities:
Conduct a comprehensive on-site survey to assess the university’s current IT infrastructure.
○ Evaluate classroom and office layouts, networking capability, and power requirements.
○ Recommend suitable configurations for laptops, desktops, servers, and accessories
based on educational use cases.
Prepare an initial configuration proposal and implementation roadmap.
● IU’s Responsibilities:
○ Provide a detailed map of the current IT and network infrastructure.
○ Share usage needs across different departments (number of students, staff, software needs).
○ Appoint a project liaison to coordinate internal communication and approvals.
○ Inform Dell of any upcoming construction or remodeling plans that may impact deployment.
Phase 2: Procurement & Preparation (3 Weeks)
Objective: To finalize hardware specifications, initiate procurement, and prepare for deployment logistics.
● Dell’s Responsibilities:
○ Source and procure approved devices according to IU’s confirmed needs.
○ Pre-configure devices with system images, BIOS settings, tagging, and remote
management tools (Dell Command | Update).
○ Prepare deployment kits and logistics documents for delivery.
● IU’s Responsibilities:
○ Review and approve device models, configurations, and quantity.
○ Prepare receiving areas and internal logistics for the arrival of equipment.
○ Allocate temporary storage space and assign IT personnel for inventory check-in.
○ Confirm delivery timelines and sign off on the deployment schedule.
Phase 3: Deployment (2 to 3 Weeks)
Objective: To install and activate Dell equipment at designated locations across campus, ensuring
minimal disruption to academic activities.
● Dell’s Responsibilities:
○ Deliver devices and peripheral equipment to campus.
○ Perform physical setup, including cabling, network connections, and workstation arrangement. lOMoAR cPSD| 59085392 ●
○ Configure and test centralized management tools.
○ Resolve any technical issues that arise during installation.
IU’s Responsibilities:
○ Provide Dell access to all relevant areas (classrooms, labs, offices).
○ Facilitate collaboration with IU’s internal IT team for seamless integration.
○ Monitor installation progress and provide on-site supervision if needed.
○ Assist in verifying that each deployment site meets functional requirements.
Phase 4: Training & Onboarding (1 Week)
Objective: To equip IU’s staff and IT team with the necessary knowledge and tools to operate and maintain the new systems.
● Dell’s Responsibilities:
○ Deliver tailored training sessions for IT staff and key faculty members.
○ Provide printed and digital training resources (user manuals, video tutorials).
○ Train staff on centralized update systems, warranty registration, and support channels.
● IU’s Responsibilities:
○ Organize participants and logistics for training sessions.
○ Select a pilot unit (a small department or lab) to run a preliminary onboarding test.
○ Collect feedback from users for final adjustments.
Phase 5: Post-Deployment Review (1 Week)
Objective: To evaluate the overall success of the implementation and ensure long-term usability and satisfaction.
- Dell’s Responsibilities:
○ Conduct a full system audit to confirm performance and functionality.
○ Address any outstanding technical issues or reconfiguration needs.
○ Submit a final deployment report with inventory, documentation, and best practices.
- IU’s Responsibilities:
○ Review system performance and gather user feedback from various departments.
○ Provide formal approval and sign-off upon project completion. ○
Plan for future expansion or follow-up projects if needed. lOMoAR cPSD| 59085392 ● Project Team
Dell Technologies Implementation Team
Project Manager – Oversees end-to-end execution.
● Technical Lead – Manages hardware configuration and deployment. ● Support
Specialist – Provides training and support resources. International University Team
● Project Coordinator – Serves as the primary point of contact.
● IT Department – Provides internal technical support and integration.
● Department Representatives – Give feedback and ensure alignment with academic needs. Visual Timeline Week Phase Main Activities Planning & Assessment Site survey, needs analysis Week 1-2 Procurement & Ordering, pre- Week Preparation configuration 3-5 Deployment Installation, setup, Week testing 6-8 Training & Onboarding
Staff training, pilot onboarding Week 9 Post-Deployment Week Review System audit, feedback, final 10 approval
Milestones and Deliverables Milestone Deliverable Project Kickoff
Project charter and detailed plan lOMoAR cPSD| 59085392 ● Configuration
Pre-configured hardware ready for deployment Completion Hardware
Devices installed, powered, and connected Installation Management Setup
Dell Command Suite active and monitoring devices User Training
Workshops completed, training materials distributed lOMoAR cPSD| 59085392 Final Review &
Performance report and project closure document Handover Training and Support ● Training Programs:
○ Instructor-led workshops for IT staff.
○ Basic user training for academic/admin staff. ● Support Services:
○ Dedicated Dell project liaison during implementation.
○ Access to Dell ProSupport or ProSupport Plus (24/7, on-site support). ○
Optional long-term support and warranty extension plans.
Mutual Action Plan (MAP)
Dell Technologies will co-create a Mutual Action Plan with IU that includes:
● Shared project timeline and task ownership.
● Transparent progress tracking and status updates.
● Go-live date: Insert hypothetical date – August 15, 2025
● Live link to interactive MAP (can be set up via Microsoft Planner, Smartsheet, or shared Google Sheet upon request).
After-Sales Support Plan – Dell for IU
Dell Technologies is committed to delivering not only reliable computing solutions but also a
world-class after-sales experience, tailored for high-value strategic partners like International University
(IU). Our approach is grounded in the Key Account Management (KAM) Lifecycle, ensuring a long-term,
value-driven relationship from implementation to co-creation.
1. Implementation and Onboarding - Early-KAM stage
At the Early-KAM (Explore) stage, Dell initiates the partnership with IU through a comprehensive
implementation and onboarding process. This phase involves conducting detailed site assessments and
developing a customized deployment plan tailored to IU’s infrastructure and operational needs. Dell ensures
seamless installation of hardware and software, accompanied by onboarding sessions for the university’s
IT personnel and administrative teams. These efforts not only facilitate a smooth transition but also establish
a foundation of trust, enabling Dell to gain a deeper understanding of IU’s technological environment and
long-term goals—crucial for fostering a collaborative and strategic relationship.
2. Technical Support - Mid-KAM stage
In this stage, Dell strengthens its engagement with the International University by providing
comprehensive, round-the-clock technical support. This includes a multi-tiered support system—ranging lOMoAR cPSD| 59085392
from Tier 1 basic assistance to Tier 3 advanced engineering solutions—designed to address issues with
precision and efficiency. A dedicated Account Manager is assigned to IU, serving as a direct point of contact
for escalations and facilitating the resolution of strategic or complex technical challenges. Additionally,
Dell conducts quarterly reviews to assess support performance and evolving institutional needs. This stage
reflects a deliberate effort to deepen service involvement and reinforce Dell’s integral role in IU’s IT operations. 3.
Regular Training and Documentation - Mid-KAM → Expand to Partnership-KAM
Spanning the Mid-KAM (Expand) to Partnership-KAM (Integrate) stages, Dell delivers a scalable
knowledge ecosystem designed to support IU’s diverse user base. This includes both in-person and online
training programs tailored to the specific needs of end-users and IT administrators, ensuring a
comprehensive understanding of the deployed systems. Supplementary resources such as user-focused
documentation, frequently asked questions (FAQs), and instructional video tutorials further enhance
accessibility and self-sufficiency. Additionally, Dell offers certification pathways to strengthen the technical
capacity of IU’s internal IT team. As the partnership progresses into the integration phase, these training
initiatives become embedded within IU’s internal processes, facilitating smoother operational transitions
and reducing reliance on external technical support. 4.
Maintenance and Updates - Partnership-KAM → Integrate
Dell adopts a proactive maintenance model that plays a critical role in sustaining the long-term
performance and reliability of IU’s IT infrastructure. This approach includes the regular deployment of
scheduled security patches and software updates to ensure system security and functionality. In addition,
Dell conducts ongoing hardware diagnostics and employs predictive failure analysis to preempt potential
issues before they impact operations. Complementing these technical measures are advisory services that
support lifecycle management, enabling IU to strategically plan for upgrades and replacements. Through
the seamless integration of these maintenance practices with IU’s infrastructure, Dell ensures a consistent
and resilient technological environment that aligns with the university’s evolving needs.
5. Performance Monitoring & Reporting
Dell’s approach to performance monitoring and reporting emphasizes not only the systematic
tracking of metrics but also the strategic sharing and utilization of data in collaboration with the
International University. A real-time analytics dashboard provides continuous visibility into system health,
performance, and usage patterns, enabling prompt detection and resolution of potential issues. In addition,
Dell delivers monthly performance reports that are jointly reviewed with IU’s IT department and
management team, fostering transparency and informed decision-making. lOMoAR cPSD| 59085392
These insights serve as the basis for regular planning sessions aimed at refining and evolving the
university’s technology usage to meet specific departmental needs. For instance, the Finance Department
can monitor the performance of accounting software and ensure timely updates to prevent disruptions
during critical periods such as budgeting or auditing cycles. Meanwhile, the Human Resources team
benefits from system usage analytics to evaluate the effectiveness of digital HR platforms used for
recruitment, employee records, or payroll processing—helping to identify areas for process optimization
and training. By aligning technology performance with operational goals, Dell ensures that IU’s
administrative functions operate efficiently and with minimal downtime.
With a new high-tech software provided by Dell, not only Finance and Human Resources
departments gain benefits from it but also the Office of Students Services team. Dell’s performance
monitoring significantly supports the management of IU’s student database systems, which are critical for
enrollment, academic records, and course registration. Continuous system health checks and usage analytics
help identify bottlenecks during peak periods—such as semester registration—ensuring system
responsiveness, data integrity, and a seamless user experience for both students and administrative staff. By
aligning IT performance with institutional functions, Dell enables IU to maintain operational excellence across all units.
6. Customer Engagement Program
Beyond reactive support, Dell’s Customer Management Team adopts a proactive, value-driven
approach designed to maximize long-term impact for the International University. Central to this strategy
are Quarterly Business Reviews (QBRs), which are customized to align with IU’s institutional roadmap,
allowing both parties to assess progress, anticipate future needs, and recalibrate strategies accordingly. In
addition, innovation workshops are conducted to explore emerging technologies and collaboratively
identify new applications that enhance academic delivery, research capabilities, or administrative efficiency.
Dell also establishes dedicated success metrics tied directly to IU’s academic and operational objectives,
ensuring that technological outcomes are measured against meaningful institutional benchmarks. By
positioning IU as a top-tier strategic partner within its relationship portfolio, Dell delivers a level of tailored
engagement that reflects a shared commitment to mutual growth, continuous innovation, and long-term success.
- https://hcmiu.edu.vn/en/coperative-training-pro
- grams IU is currently cooperating with prestigious universities around the world (USA, UK,
New Zealand, Australia, etc.) to implement joint study programs such as 2+2, 3+1, in the fields of
Business, Engineering and Science.
- https://opportunities-insight.britishcouncil.org/short-articles/opportunities/partnership-
opportunity-viet-nam IU has implemented 26 TNE programs with partners in the UK, USA, lOMoAR cPSD| 59085392
Australia and New Zealand; student exchanges with about 60 bilateral partners and in 02 student
exchange associations, organizing 70 study tours/lecturer-led programs.
- https://hcmiu.edu.vn/en/international-relations/cooperative-programs/collaborative-research
IU actively participates in international scientific research projects https://www.dell.com/en-
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