Lenovo, one of India’s leading PC and smart devices players, is expanding its after sales service outreach by announcing the launch of its first exclusive Lenovo Service Center in Andheri in Mumbai. This is Lenovo’s fourth exclusive center in India followed by one in Delhi, Kolkata and Bangalore. With this launch, Lenovo aims to further strengthen its after sales service across the country. The exclusive Lenovo center has the online token management system that helps to track the end customer journey from the point of walk in to resolution of the issue, hence playing an integral role in the customer’s buying journey and offering a best in class customer service experience. Customers’ queries are also addressed with a much faster turnaround time.
Addressing the launch, Sudipto Ghosh, Executive Director, Services, Lenovo India commented, “After sales service today is a key differentiator in building an exceptional customer experience. In times where most service centers are outsourced, our exclusive center enables easy and immediate access to customers to resolve their PC related issues in record time. With Lenovo-certified promoters to address queries and with a 20-30% faster Turn-Around-Time, this exclusive center is our effort to offer an end to end solution and enhance our customers overall brand experience.”
With an aggressive service enhancement strategy in India, Lenovo aims to provide a highly differentiated, easily accessible service to its consumers. Lenovo has a wide footprint with 150 service centers across the country that are well-equipped with trained Lenovo certified staff.
Some of the other unique initiatives that have helped to improve Lenovo’s ‘Customer Delight’ scores are:
Call me back facility – This facility allows customers to schedule a call back based on their convenience
E – Services – This allows customers to have personalized self-service by logging on to the dedicated services website
Zip code mapping - Lenovo services has increased accessibility as the company reaches out to 29,000 pin codes across 180+ locations
o Prioritized treatment for privileged and think circle customers
For Commercial customers, Lenovo proactively sets up Think clinics – a complete examination of devices is done at service camps which are set up at a customer’s location
Account management - All the Top 100 accounts have account managers who do weekly, monthly and quarterly reviews with customers
o Resident program – For top accounts, Lenovo certified engineers are deployed at customer locations to deliver a customized service experience
The ‘Super Response Time’ program ensures that assistance is provided to every Lenovo customer within 30 minutes across all channels – mail, twitter support handle (@Lencare_In) or a call back from the Lenovo Toll free number. All relevant posts on social media are updated periodically and immediate closures are provided. Lenovo plans to open two more exclusive service centers by the end of the year, thereby expanding their reach in key regions in India.