Access to digital apps and tools has meant customers expect better and more responsive customer service than ever before. Research has shown that 73 percent of customers point to experience as an important factor in their purchasing decisions, behind price and product quality. At the same time, businesses are grappling with how to increase their sustainability without compromising on the service they deliver. In fact, a recent study from McKinsey showed that products making ESG-related claims averaged 28 percent cumulative growth over the past five-year period, versus 20 percent for products that made no such claims.
Faced with both challenges, Lenovo is showcasing its commitment to customer satisfaction, innovation and achieving a more sustainable future. Recent accolades from respected Brazilian Consumer advisory body, Reclame Aqui, along with the Association for Supply Chain Management (ASCM) Award, as well as developing AI customer support services, are just some of the ways in which Lenovo is setting the industry standard in customer support and providing solutions that address sustainability.
Reclame Aqui Awards: The secret behind Lenovo’s win
For the fifth consecutive year, Motorola, a Lenovo company, has clinched the prestigious “Best Mobile Industry Support” award at the Reclame Aqui Awards in Brazil, a testament to its commitment to providing unparalleled support in the ever-evolving mobile industry. Additionally, Motorola secured the “Best Mobile E-commerce Support” award for the third consecutive year, reflecting its prowess in navigating the complexities of the online retail landscape. The wins recognized the key services that empower Motorola customers: Motorola Technical Support (Motorola do Brazil) and Motorola Ecommerce (Motorola Loja Online).
The Reclame Aqui Awards, Brazil’s premier reputation awards, not only recognizes excellence but also serves as a platform for customers to voice their opinions. The awards are publicly voted on, meaning Motorola’s customers directly determined the outcome. With over 100,000 votes cast, the result showcases the trust that customers place in Lenovo’s services, the strength of the brand and Lenovo’s unwavering dedication to customer satisfaction.
Wellington Pimenta, Head of the Service Delivery Brazil department at Motorola, commented, “This recognition is a testament to the unwavering dedication of our team and the trust our customers have in Motorola. Brazil is the fifth largest mobile phone market globally, and we take great pride in being the preferred choice for mobile and e-commerce support locally.”
The Reclame Aqui Awards team shared, “We know how difficult it is to reach this level desired by so many companies, not only reach, but maintain this level of excellence. This award belongs to everyone who directly or indirectly contributed to this achievement.”
Association for Supply Chain Management (ASCM) Award: Recognizing Sustainability Breakthroughs
On top of being recognized for its customer service, Lenovo’s International Services Supply Chain (ISSC) has been honored with the 2023 Award of Excellence for Making an Impact by the ASCM, acknowledging Lenovo’s dedication to achieving a more sustainable future. The award recognizes Lenovo ISSC’s efforts to create a better world through social responsibility, business integrity, and a strong focus on sustainability.
The services supply chain aspect of sustainability is sometimes overlooked but embracing sustainability as a core focus means integrating the values of sustainability development seamlessly throughout the entire value chain, including critical areas like product design, sourcing, manufacturing, and service.
Lenovo ISSC’s initiatives toward minimizing the impact of e-waste, greenhouse gas reduction, and shipping optimization showcase the company’s commitment to a more sustainable future. This mirrors Lenovo’s larger corporate vision to provide a smarter, more sustainable future for all, and transition to a circular economy.
AI in Customer Support: Revolutionizing Field Services
Lenovo’s commitment to innovation extends beyond accolades, evident in its commitment to AI-powered customer support. The company’s proactive approach to optimizing customer experience globally, particularly in the Asia-Pacific (APAC) region, involves a comprehensive set of solutions.
Lenovo saw an opportunity to streamline its approach to on-site support – empowering field service engineers (FSEs) to deliver an even better customer experience. Lenovo’s service, focusing on PC repairs, combines tailored training for FSEs, an AI-powered parts recommendation tool, solutions to help match each FSE with the optimal customer persona, a web portal for FSE operations management, and a new digital experience for FSEs and customers.
Automating key processes, Lenovo analyzes customer support requests using a custom-developed AI tool. The tool considers a vast dataset of past repairs, and determines the technical and soft skills required to complete the job successfully. This enables Lenovo to assign the repair to the optimal FSE, making the repair process more effective and convenient.
The results speak for themselves, with Lenovo having boosted first-time-right repairs by 26% and lifted customer satisfaction by 3.4%. The project has garnered industry recognition, winning the Field Service Excellence category at the 2023 Technology & Services Industry Association (TSIA) Star Awards.
Setting a precedent
Lenovo is committed to customer satisfaction, technological innovation and achieving a more sustainable future. As the company continues to push boundaries and redefine industry standards, its focus on AI-powered customer support and sustainability practices serves as a beacon for the tech industry’s future.
Read more about how Lenovo sustainability objectives benefit customers here.