Services and Solutions: Customer Experience as the Ultimate Destination

Customer experience is the focal point of our work here at SSG.?

I’m very proud to be a part of the Solutions and Services Group at Lenovo, and with this pride comes a lot of passion. With a record-high revenue this financial year of $2 billion, it’s an area of the business that is clearly unlocking new levels of success.?

As the Vice President and General Manager of Global Product Services, it’s been wonderful to be a part of its growth. Our business has undergone immense transformation, and at the core of it all was one thing. So, it made sense for me to have my first article here on LinkedIn focus on what we focus on every day.?

Our customers.?

Trust in Services and Solutions

First and foremost, at SSG, we believe in committed relationships.?

Brand loyalty is the ultimate destination, of course, with customer experience playing a key role in that. Data from Forbes suggests that 86% of buyers will pay more for a great customer experience. So how do we go from acquiring new customers and creating a solution for them, to actively ensuring an ongoing relationship??

Well, it takes trust.?

With most customer journeys we embark on at Lenovo, there are building blocks that are a testament to both time and trust.? We are not only servicing solutions that they need today, we are actively working with their business to innovate and develop solutions that they’ll need tomorrow.?

To do this, we take the time to understand their business needs completely, as well as industry relevance, competitors, and more, so that our partnership isn’t purely sales-based. Instead, it is full of ongoing dynamics, understanding the complexities, and navigating the future that they need, with technical solutions and services that will enable them to grow, scale, and solve pain points for their customers, in turn.?

As a result, we have some long-term relationships that have truly gone the distance. Take our partnership with Oceanbox, which spans over a decade. Through this partnership, we’ve worked with the team to create holistic solutions, powered by our Lenovo technology, to improve knowledge and accessibility around environmental issues in the ocean.?

The proof is in customer satisfaction: as Svenn Hanssen, CEO at Oceanbox, says: “By building our systems with Lenovo and making them accessible to all, we want to help others perform operations at sea with better precision and minimum risk of damaging the environment. We don’t know how far these capabilities will go in the future, which means that anything is possible.”?

The local but global dynamics of SSG

Oceanbox is just one example of the incredible partnerships we have at Lenovo that benefit people all over the world.?

Situated in Norway, Oceanbox is around a nine-hour flight from where I am typing this article in Raleigh, North Carolina. This is how our local but global ethos works in SSG, and it’s one that we are very proud of at Lenovo. Essentially, we develop familiarity with local regions to make the most of their unique opportunities, while also deploying our global strengths and expertise where needed.

We operate in over 180 different markets, and with this comes different regulations, laws, and dynamics. One country can have a different set of rules from another — and in Norway, you have both local laws as well as EU laws to navigate. But thanks to our local but global ethos, none of this creates an issue in how we service our customers.?

At Lenovo, we are really proud of the fact that we have more in-house manufacturing than any of our direct competitors. What’s more is that for local configurations or services, we utilize our Customer Fulfillment Centers to create local solutions for local people.?

While we might develop solutions elsewhere, our local offices enable flexibility and customized experiences. We’re able to act fast and keep up with both innovation and demand because of this.?

And because of that, we continually service our customers in the only way we know how: with a focus on relationships, dedication and ongoing commitment.??

People are at the Heart of Solutions

Customer experience is about people.

Our focus as a solutions and services provider is to listen. It’s to have the right conversations. It’s to go down pathways that haven’t yet been explored and try something new. To innovate.?

We know that people are at the heart of solutions.

The mindset at Lenovo is success that is driven by our customer success. We want to have deep and inspiring conversations with our partners to create dynamic relationships that not only last a lifetime, but potentially change the world.