Globally, consumer expectations around the responsiveness and quality of customer support are growing. Today, customers expect the ability to quickly connect with their service provider, engage with knowledgeable representatives, and rapidly receive solutions to their issues.
As the world’s largest PC manufacturer, Lenovo understands the importance of delivering the best possible customer support experience. This article highlights how Lenovo transformed its approach to field services across APAC, including a brand-new and comprehensive training program for engineers and an AI-powered parts recommendation tool. This innovative project is already making a big impact: the company has boosted first-time-right repairs by 26% and lifted customer satisfaction by 3.4%.