Case Study: Lenovo improves customer satisfaction with Decisions

Lenovo reduces T.A.T. from 6 days to 2 with Decisions

Lenovo, a global $21 billion personal technology company, faced challenges with inefficient customer fulfillment processes that relied on unstructured email communication. This led to unnecessary correspondence, a lack of reporting, and difficulties in tracking employee work. To address these pain points, Lenovo sought a BPM solution and chose to implement the ProcessMaker platform from vendor Decisions.

Decisions' solution was implemented in three phases, starting with a small 16-user deployment and eventually scaling to over 90 users across 20 processes. The implementation streamlined standards, automated communications, and provided valuable dashboards. The measurable impact was significant, including reducing a key internal process from six days to two days and substantially improving customer satisfaction. Decisions' ProcessMaker also decreased maintenance costs by moving to a secure cloud environment.

Lenovo