Lenovo is enhancing its PC after-sales service in India with a host of initiatives using new-age technologies. Channel engagement has been central to Lenovo’s business and through the launch of these initiatives, the company aims to empower its Channel community by providing a seamless experience to the end-customer.
Under these initiatives, Lenovo is providing easy access to customers across multiple channels – Twitter, app, call center and its service centers. The ‘Quick Response Time’ program guarantees a response within 30 minutes of lodging a query or complaint. The company was the first to take aftersales support on digital platforms like its dedicated India Twitter service handle and Lencare (android app).Customers can also schedule a call-back from the Toll free number or avail personalized self-service by logging on to the dedicated services website. These initiatives align with Lenovo’s promise of providing a highly differentiated and modernized service through the adoption of digital and social platforms besides offline customer touch points.
Sudipto Ghosh, Executive Director – Services, Lenovo India said, “Our channel partners play a critical role due to their close proximity to end-customers. In fact, they are our biggest source of intelligence to gauge customer sentiment in their respective markets. We are constantly listening to our channel partners and integrating their insights to build an exceptional customer experience.”
Lenovo has been working closely and strategically with core channel partners through various programs:
- Round table conferences to consistently drive a healthy dialogue with more than 90 Core Channel partners
- Notebook clinics at key business locations to offer a complete checkup of Lenovo PCs
- Prioritized treatment for Lenovo’s privileged business partners and customers
- Resident program where Lenovo certified engineers are deployed at customer locations to deliver a customized service experience
Well-equipped service centers
Lenovo boasts of a wide footprint of 150 PC service centers where customers can walk-in with their devices for any complaints or check-ups. The company has an additional 177 authorized onsite centers that map 29,000 pin codes across India. These centers ensure that service executives reach consumers quickly. Every Lenovo service-center is well-equipped with competent and Lenovo-certified staff to address queries related to Lenovo desktops and notebooks.
Prestigious Service Awards
This year, Lenovo was awarded with the ‘Best Customer Experience Transformation Award’ at the Customer Fest 2017. The award recognized Lenovo’s exemplary customer service and marketing strategies that have been instrumental in building stronger relationships with customers; thereby impacting the overall business. Lenovo has also been awarded with the coveted ‘Golden Peacock Award 2014’ for innovation in customer services.