Success Story: Lenovo
Lenovo faced challenges when it came to providing customer support and service repairs. They needed to offer high-quality customer support for a wide range of software and hardware as well as reduce the time needed to make changes to support agents. Lenovo first implemented Rescue back in 2010 for remote support. The team uses Rescue + Mobile and Rescue Lens to successfully support both software and hardware issues in a wide range of devices. The interface allows admins to navigate through all technicians in all regions very easily, while flexible reporting puts the information they require at their fingertips.
With Rescue, Lenovo has been able to achieve a lower handle time and a lower time to delivery of service, reducing the cost per incident; resulting in approximately $1 million in savings per year.
Lenovo is a US$70 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into key growth areas including server, storage, mobile, solutions and services. This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and sustainable digital society for everyone, everywhere.
“We use Rescue in every contact center we have around the world. The Rescue team has been very helpful as we look for ways to better manage all of our agents worldwide.”
-Ronald Mitchell
Director, World Wide Contact Centers, Lenovo
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