“By integrating Nicereply with our CRM, we send out a CSAT survey to our customers after each closed case. This enables Lenovo Services to collect immediate feedback on our performance, professionalism, resolution speed, solution quality and others.“
Lenovo is one of the world’s leading personal technology companies, producing innovative PCs and mobile internet devices. Established in 1984 as Legend Holdings in China, it changed its name to Lenovo in 2004; in 2005, Lenovo acquired the former Personal Computer Division of IBM, and in 2014 acquired Motorola Mobility. Lenovo now has more than 57,000 employees in more than 60 countries serving customers in more than 160 countries. Lenovo has major research and manufacturing centres in countries around the world.
As customer satisfaction is becoming more and more important, the biggest challenge for Lenovo was having very little CSAT collected and the ease of the process of feedback collection overall.
„We needed a full CSAT solution for Lenovo EMEA Services external and internal customers. That is why we decided to use Nicereply. We found it very convenient that Nicereply, as well as Lenovo EMEA Technical Services, are located in Bratislava, Slovakia.“
Nicereply helped Lenovo improve the following key areas:
1. Customer satisfaction
2. Customer service quality
3. Response time
Nicereply was easily integrated with Lenovo’s CRM software and allowed them to collect feedback after each solved issue and measure quality of their responses and performance, response time and professionalism.
„In Lenovo Technical Services, we interact with our customers via our CRM system. By integrating Nicereply with our CRM, we send out a CSAT survey to our customers after each closed case. This enables Lenovo Services to collect immediate feedback on our performance, professionalism, resolution speed, solution quality and others.“
People at Lenovo believe that collecting customer feedback is key to providing the best customer experience possible. „We collect customer feedback to measure satisfaction of our customers with our services. This allows us to adjust to customer needs, evaluate our customer centricity and ensure we constantly improve to create the best customer experience.“
Lenovo values Nicereply’s positive approach to their requests and willingness to customize Nicereply to fit Lenovo’s needs.
„With Nicereply’s “can do” approach, we were able to consult and customize our solution from the day 1. Nicereply offered us great product and service and we continue to expand our cooperation ever since.“
This use case was created in cooperation with:
Senior EMEA ISBT Specialis