Lenovo receives the prestigious Golden Peacock Award for innovative customer service
Lenovo one of the leading PC manufacture in the Indian market has been awarded with the prestigious ‘Golden Peacock Award’ for innovation in customer services. The Awards established way back in 1991 are considered to be the benchmark for Corporate Excellence across the world. Lenovo was rewarded with this honour for its seamless transition of service & support from IBM to Lenovo over a short span of one year, which resulted in the significant increase of customer satisfaction and delight. Since 2005, the company has outsourced the Service & Support function to IBM. India is one of the first few countries to make the transition of services from IBM to Lenovo. The The award was presented by Sheila Dikshit, Honourable Governor of Kerala in Thiruvanthapuram to Sudipto Ghosh, Executive Director, Service, Lenovo India.
“As the number 1 PC player in the world, Lenovo is well on track on its mission to become a leader in the PC+ era. Customer satisfaction plays a crucial role in this journey. Winning the Golden Peacock Award is a testimony of our belief that a super brand is built on how our customers perceive our service levels. Serve, Solve and Satisfy is our step by step approach to deliver the highest levels in customer service that has helped us win this award”, said Sudipto Ghosh, Executive Director, Service, Lenovo India.
The applications for the Golden Peacock award go through a very rigorous selection process. There are total 1000 marks on the scorecard and each application must at least score 80% on it. Then the applicant scoring the highest among the industrial category is recommended to the jury for the final selection.
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Lenovo stood out from other players owing to its innovative approach, towards achieving the transition for customer services from IBM to Lenovo. Some of the proactive steps taken by Lenovo included synchronization of all services verticals onto a single CRM platform enabling provision of frequent status email/SMS blasts, faulty products being tested with a money back offer to the customer, deployment of resident engineers and increasing Field Services footprint by leveraging channel partners, thereby ensuring customer satisfaction and retention.