Support for our Client - How-To

My group has clients that has multiple device OEM's within their environment. I'm looking for a way that our group can facilitate support for our clients when they have issues with their Dell systems. What options does Dell offer for our group to support our clients on their behalf?

What we would like to do?
1. Reach out to Dell on behalf of our client that has an active warranty.
2. Be notified when the case gets updated.

3. Work with Dell leads or management when we need to escalate issues.