Lenovo

Corporate Background：

　　The new Lenovo is made up of Lenovo and the IBM PC division, which is an innovative international company in science & technology.  The successful purchase of the IBM PC division in 2005 marks a leadership of new Lenovo in the global PC market with an annual sales of US $13 Billion; serving companies & individual users across the whole world.

　　Lenovo’s purchasing headquarters is located in New York, and there are over 19,000 employees worldwide. Their main operation centers are situated in Beijing, China & Raleigh, North Carolina, while the development centers are set in Beijing, Shenzhen, Xiamen, Chengdu & Shanghai in China, Tokyo of Japan & Raleigh in the USA. Via its own sales units, business partners and the alliance with IBM, the sales network of new Lenovo has covered the whole world.

　　With leading technology, easy-to-use functions, characterized design and multi-solutions, Lenovo products are very popular among users, consistently ranking No. 1 in China for 8 years and takes around one-third share of the whole PC market. In addition to PC products, Lenovo develops other abundant products specific to the China market, including mobile phones, servers & digital products.

　　As the global sponsor for International Olympic Committee, Lenovo group has supported the 2006 Torino Winter Olympic Games; and will also provide desktops, laptops, servers, printers and other computer equipment to the 2008 Beijing Olympics event, together with funding and technical support.

Business Demands：

　　After the outstanding achievements in the China PC market, Lenovo has made effort to expand its business overseas, and the purchase of the IBM PC division advances this internationalization process, which becomes another huge challenge for the growing Lenovo. To pursue smoother and further development in internationalization, Lenovo has started another round of IT system reconstruction, in addition to executing its entire marketing tactics, improving its internal management system, which mainly involves business platform upgrades, taking two CRM business platforms, such as Lenovo call center & telesales center into account.

　　The Lenovo call center has been in operation for 8 years, with 500 agents providing on-phone service for users of all products nationwide. As business develops dramatically, it is less than adequate for dealing with the current amount of information. As it is known that summer is the peak promotion time for PC products, a lot of orders, consultation, and service requirements will come up during this period, making it uncertain if the call center can operate well, coping with overload. Consequently, the management unit of Lenovo has decided to update & upgrade the software and hardware of its call center, for serving users more completely and conveniently. With the approaching summer, Lenovo hopes to perform seamless integration with its existing system in the shortest time, to meet the current specific demands.

Solution：

　　For meeting the upgrade requirements of Lenovo, the experienced call center internally-built solution provider, eSOON (China) Corporation, puts forward to a unique solution after complete understanding the case features and requirements. Aside from making use of the world No. 1 CTI brand – Genesys products, eSOON employs its self-developed EZactor platform to integrate the existing business system, background reporting system & recording system. Pressed by the limited online schedule, eSOON completes the series of tasks such as system requirements analysis, design, development & function testing in as little as 20 days, with the help of its professional technologies & development team. And on the 18th day of project execution, eSOON begins to test the stress ahead of the schedule, ending with an excellent result – 60 agents undertake over 1,300 services within 30 minutes. On June 17th when it goes live, more than 100 expert agents will start to provide Levono laptop technical support via the new platform, which meets the requirements perfectly in each index.

　　All the processes from plan-creation to its first-phase execution end have a cost of 35 days. During this period, eSOON finishes the heavy technical tasks of integration with the existing business system, background reporting system, recording system, & EZactor customization effectively. The newly established platform greatly shortens the user waiting time, improves information handling rate, optimizes the call center resource distribution, and consequently embodies the international brand of Lenovo in a better way.