We have been utilizing various simulation and modeling techniques to analyze innovations, performance and adoption of high tech services. 

A major initiative has been about developing system dynamics simulation models for Dell's SupportAssist, Dell's major after sales service. This service is a smart, proactive maintenance system that predicts failures in Dell devices before they happen.  We developed the SupportAssist adoption model (SAAM). SAAM utilizes various data sources and modeling techniques, particularly system dynamics, to analyze market response under different strategies. Our simulation model is used as a decision support tool to evaluate potential strategies to improve market adoption of SupportAssist. The intensive project involved very close collaboration over 2 year period with our industry partner, Dell. 

You can download a simplified version of the Vensim model and find the link to the published paper below.