Selling is the first step for a business to start, not the last. Where buyers require after sales service to ensure the maintenance and operations of their purchased items, on the other hand sellers provide after sales service for customer satisfaction and enhancement of competitive advantage.
Channel partners have always been a significant part of the growth story of Lenovo in India, which is the second biggest market in APAC after China. Further eyeing the Numero Uno position in Indian PC market and making its channel partners stronger with newer services, Lenovo making huge strides in its after sales services. Discussing the significance and expansion plans of Lenovo’s services foot prints in India, Yu Jie, Vice-President – Asia Pacific Services, Lenovo have had a discussion with SME Channels where she shares her views on company’s latest initiatives with respect to services.
“We will continue to work on our philosophy to serve, solve and satisfy our partners as well as customers.”
Asia Pacific Services
Customer feedback is really important for any organization. Visualising social media as one of the best platforms to gather a wide feedback from customers, Yu Jie explains, “We get to know that about 75 percent of young generation like to leverage digital services platform or the social media rather than voice services (contact centres) for resolving their queries. So, we arrived at the decision to engage directly with customers via social media along with our onmi channel customer engagement services. Launch of the Facebook Page, Twitter handler, educational technical videos etc. are some of company’s latest steps taken towards empowering customers and delivering new tailor-made services.”
Lenovo’s service centers provide support for all Lenovo products that include PCs, tablets, smart phones and servers. At present, Lenovo has total of 650 service centres, out of which 150 are for PC and tablet divisions each and 350 are for the smartphone division. As far as Lenovo operated exclusive service centres are concerned, it has one in Delhi and other one in Bangaluru. Lenovo is planning to open 2 new service canters in Mumbai and Kolkata in next quarter. Looking at the after sales service support as the backbone of the company, Yu Jie says, “These service centres are an important facet of the company that earns brand loyalty among our customers.”
India, being a large geography and an important market for Lenovo, it is difficult to set up and manage its own service centres everywhere. Hence, Lenovo is also looking at its partners to get in touch with its customers quickly. On this front, Yu Jie adds, “Offering partner enablement programs and certification courses, we will continue to be partner centric organization in sales as well as in services. We have got a feedback from our partners to make them empowered with better after sales services. We don’t want to dilute our partners; rather we want to make our partners stronger with our exclusive service centres and better after sales services.”
Lenovo is looking from its partners to align a strategy to make customers understand about Lenovo’s multi-channel strategy around services. Lenovo Service Centres will strengthen company’s existing services on its journey to become number 1 in Services.