Lenovo took home the coveted ‘Golden Peacock Award’ for innovation in customer services. The Awards, established in 1991 by the Institute of Directors- India (an independent unbiased body) are a benchmark in Corporate Excellence across the world. Lenovo bagged this award for its seamless transition of service & support from IBM to Lenovo over a short span of one year, which resulted in the significant increase of customer satisfaction and delight. Globally, since 2005, Lenovo has outsourced the Service & Support function to IBM. India is one of the first few countries to make the transition of services from IBM to Lenovo. The organization beat a total of 455 entries to emerge as one of the 18 final winners. The award was presented by Sheila Dikshit, Honourable Governor of Kerala in Thiruvanthapuram to Sudipto Ghosh, Executive Director, Service, Lenovo India.
Speaking on this landmark achievement, Sudipto Ghosh, Executive Director, Service, Lenovo India said, “As the number 1 PC player in the world, Lenovo is well on track on its mission to become a leader in the PC+ era. Customer satisfaction plays a crucial role in this journey. Winning the Golden Peacock Award is a testimony of our belief that a super brand is built on how our customers perceive our service levels. Serve, Solve and Satisfy is our step by step approach to deliver the highest levels in customer service that has helped us win this award.”
The applications for Golden Peacock Awards were assessed on an exhaustive set of parameters, for a total score card of 1000 marks. The final cut-off for each application was 80 percent. The applicant scoring the highest among each of the industrial categories was finally recommended to the Jury for the final selection and approval process.
Lenovo stood out from other players owing to its innovative approach, towards achieving the transition for customer services from IBM to Lenovo. Some of the proactive steps taken by Lenovo included synchronization of all services verticals onto a single CRM platform enabling provision of frequent status email/SMS blasts, faulty products being tested with a money back offer to the customer, deployment of resident engineers and increasing Field Services footprint by leveraging channel partners, thereby ensuring customer satisfaction and retention.
The Golden Peacock Awards Secretariat receives around 1000 entries per year for various awards from over 25 countries. The jury focused on organizations that showcased systematic innovation for excellence in specific products and services, to satisfy the most unstated needs of customers. Golden Peacock’s evaluation process was an exhaustive one, involving various steps of assessment before the Jury arrived at the final set of winners. The jury was chaired by Justice P N Bhagwati, Former Chief Justice of India.