Case Study: Lenovo achieves improved customer satisfaction and streamlined processes with ProcessMaker

Lenovo Improvesits Customer Satisfaction Rate Through a ProcessMaker Implementation

Lenovo, a $21 billion global personal technology company and the world’s second-largest PC vendor, faced inefficient, unstructured customer communications and heavy inter-department email traffic in its Customer Fulfillment operations. To improve collaboration and streamline processes across its global teams, Lenovo sought a Business Process Management (BPM) solution to replace ad hoc email workflows and migrate operations to the cloud.

Lenovo implemented ProcessMaker in three phases—starting with a 16-user pilot, expanding to cross-department deployments, and finally rolling out to 90+ users—automating 20+ processes and adding reports and dashboards for visibility. The BPM rollout cut a complex internal process from six days to two, enabled a full cloud transition of cases and data, reduced unnecessary internal communication, and delivered a measurable increase in customer satisfaction.

Lenovo

Denes Trestyanszki

Call Center Operations Leader