Lenovo India on Tuesday said it will focus on services aspect to take the brand to greater heights in the country. In an interaction with DH, Lenovo India Services Executive Director Sudipto Ghosh said the company believes that in today’s competitive market, service is more of a differentiator rather than an enabler.
“To improve our service efficiency levels, we have taken up a project called MITR, where we treat our customers the same way we treat our friends. MITR makes it easy and simple for customers to interact with Lenovo Services during the entire service journey right from registering their first complaint in the call centre to the interaction with the field service executive who ensures replacement of right parts,” he said.
Ghosh said the services team is also in the process of implementing workflow management in field services to improve the productivity levels of field executives. “The team has also set up a data recovery solution where data stored in customers’ systems can be retrieved in the absence of backup. Thus more than just issue resolution, it solves real problems beyond repair work and parts replacement,” he said.
The company has already opened two wholly-owned and operated service centers in Bengaluru and Delhi. “We will have three more coming up soon in this segment. These flagship service centres offer a more technology-driven Lenovo solution to our customers. The centres are designed to create an interactive experience where users can register their complaint online and track their waiting time,” he said.
Lenovo India also plans to sell accessories and warranty upgrades at these centres. “These service centres are managed by staffers who have undergone Lenovo certification programmes. They will be used as a benchmark for our partner-led service centers. We aim to build a direct connect with consumers through these service centres,” he said.
He also said that the company has 300 partner-led service centers in the country. “Our service coverage has been adequate to cater to 39,000 pin codes of India through on site and carry-in service. We are also focusing more on quality than on quantity,” adds Ghosh.
Lenovo recently launched the Lencare app that allows customers to register their machine, check their service order, schedule a callback and find a carry-in service centre close to their locality.
“It also helps customers escalate service issues. Additionally, the app has a number of technical videos that provide solutions to most frequently asked questions. The app is on Android and there is a request to launch it on IOS. We are currently evaluating this,” he said.
Published 16 August 2016, 19:01 IST