Company: Lenovo Brazil
Company Description: Founded in 1984, Lenovo has grown from a regional PC manufacturer to a global leader in technology, driving Intelligent transformation. Lenovo is a Fortune Global 500 Enterprise and is recognized for its commitment Smarter Technology for All. Lenovo Brazil Customer Service Team aims to ensure our customers' continued satisfaction and is always striving for excellence.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in Customer Experience
 Nomination Title: Reducing Churn through Customer Care
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
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- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 64 words used.
Founded in1984, Lenovo has grown from a regional PC manufacturer to a global leader in technology, driving Intelligent transformation. Lenovo offers innumerous products across the Geo, such as: PCs, tablets, smartphones and smart devices, as well as robust data centre solutions. Lenovo is a Fortune Global 500 Enterprise and is recognized for its commitment to diversity, sustainability and creation of Smarter Technology for All.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 4 words used.
In a rapidly changing consumer landscape, exceptional customer service is essential for Lenovo Services BR
Cultural Awareness of Lenovo Customer Obsessed Mindset and Lenovo DNA Training to all Agents and Employees to cater to diverse customer personas and cultures while addressing complaints across various channels, including phone, chat, WhatsApp, and social media. With access to comprehensive resources and the authority to make decisions, agents can effectively resolve issues quickly. No matter the channel, all the agents in Contact Center must provide the same high-quality services to customers.
Strategic innovations, Satisfaction drivers, closed looping, consistently gathering, analyzing customer feedback and robust process enhancements have significantly elevated Customer Satisfaction This journey, powered by set of improvements, has elevated customer satisfaction, and positioned Lenovo Brazil as a frontrunner, reaching consistent market share in Brazil A thorough analysis of critical processes has enabled all teams to adapt and improve.
To mitigate churn and legal challenges, we initiated a Lenovo Fan Program aimed at strengthening customer relationships, ultimately enhancing retention and satisfaction. Key initiatives involve identifying and addressing common defects through regular feedback collection, allowing us to prioritize areas needing immediate attention. This approach helps create a coherent customer experience across all touchpoints.
The Lenovo“Fan” and Lenovo # denovo (once again) program are designed to foster long-term customer loyalty by offering added value, reinforcing a commitment to understanding and meeting customer needs. By prioritizing quality service and deepening connections with customers, we aim to extend their relationship with our brand and ensure their continued satisfaction.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
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For Lenovo Brazil Customer Service Team, our customers are at the heart of everything we do prioritize their needs, anticipate their challenges, and go above and beyond to exceed their expectations. By fostering strong relationships and providing amazing service we’ve earned their trust and loyalty, driving our success and growth, and creating a collaborative spirit.
Impacts and Outcomes
- Churn Reduction: 56% reduction in refund cases, reflecting improved product satisfaction and customer service;
- Reduction in legal cases: 78% less than the previous year;
- Reduction in complaints/escalations in Contact Center: 39% reduction at CEC and 0 Executives Escalations;
- Increased customer loyalty: Launched the Lenovo FAN project with the aim of surprising and building customer loyalty;
- Financial Savings: Reduced legal costs by approximately R$900,000.00 reais ($194k), demonstrating significant financial efficiency;
- Improved Services: Implemented in-depth analysis to overhaul critical customer service processes, leading to improve service delivery with the lowest OSAT B3B (scores from 0 to 3) ever;
- RA1000 Seal: Digital Recovery: Representing high excellence in customer service on ReclameAQUI platform better than main competitors DELL and HP;
- Reputation Recovery Digital Channel: Successfully improved and surpassed the main competitors in customer satisfaction ratings on Reclame AQUI;
- Annual Satisfaction Survey Results: FY2021 @ 83.2% | FY2122 @ 84.4% | FY2223 @ 88.4% | FY2324 @ 89.9% | FY2425 @ 92.4%
- Leadership in customer satisfaction: Achieved the highest OSAT @94%, securing BR the #1 Geo Position for the Customer Satisfaction result in Q2 FY2425
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