Delivering smarter solutions requires constant upscaling of internal processes to enable greater productivity and provide seamless experiences for customers.
Recently, Lenovo’s service and field teams were recognized by the annual TSIA STAR Awards, the benchmark for companies driving exceptional value through technological innovation. Here are a few details of the two award-winning projects that demonstrate the outstanding innovation that customers and partners expect from Lenovo.
Field Service Excellence
Over the past year, Lenovo saw an increase in demand for onsite repair requests, repeat repairs, and parts usage. To address this and to improve onsite experiences, engineer productivity, and customer value, Lenovo Field Services adopted new AI and proactive machine learning tools to streamline the end-to-end repair processes. The tools allowed engineers to simplify the dispatch of replacement parts, reduce manual work, and provide real-time status updates to customers. Using AI, Field Services Engineers in Asia Pacific can now execute onsite repairs efficiently and effectively using the Lenovo Resolve App.
Additionally, to improve field service capabilities and the uptime of Lenovo solutions at customer sites, the team created a Lenovo custom AI solution that offered the following key benefits:
- Enhanced repair intelligence
- Improved engineer support
- Better customer experiences
- Optimized cost efficiency
The Field Service Excellence award was captured by an Asia Pacific Services Support Team tasked with implementing field services innovative solutions, transformation, and onsite experience improvement. They worked cross-functionally and blended talent with technology to apply winning results for Lenovo customers, call center agents/dispatchers, service partners, and engineers.
Innovation in Customer Growth
In 2023, Lenovo faced a significant challenge as millions of individual products neared the end of their lifecycle. To address this, Lenovo digitized the buying experience for customers to help simplify and automate the renewal process to make the hardware lifecycle management more intuitive and streamlined.
Lenovo partnered with Renewtrak, integrating their Renewal Automation Platform into Lenovo services infrastructure to deliver a seamless digital buying experience while ensuring Channel Community options for upgraded levels of support based on evolving customer needs. With this approach, services quickly grew, and metrics were achieved, including:
- Expansion of support service renewal offerings to new global markets
- Achieving growth in notification rates
- Increasing conversion rates
Through renewal process automation and customer experience personalization, the Channel Community and Renewals Sales teams can better align business goals with what customers expect, and Lenovo becomes more flexible, quick, and effective in offering support services.
Innovation, dedication, and outstanding teamwork are the driving forces behind Lenovo’s TSIA STAR Award wins. The recognition underscores a continued investment into workforce talent and innovation focused on bringing exceptional capabilities to valued customers.