ProcessMaker Case Studies Lenovo improves its customer satisfaction rate through a ProcessMaker implementation

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	Lenovo improves its customer satisfaction rate through a ProcessMaker implementation ProcessMaker

Lenovo improves its customer satisfaction rate through a ProcessMaker implementation

ProcessMaker

Technology Category	Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions	Business Operation
Use Cases	Process Control & Optimization
Services	System Integration
Challenge	Lenovo, a global technology company, was facing challenges in its customer fulfillment department. The department was relying on unstructured email communication, which was inefficient and led to unnecessary correspondence. The company also recognized the need for inter-department collaboration within a cloud environment to further streamline communication. With over 26,000 employees serving customers in more than 160 countries, the company needed a Business Process Management (BPM) solution to address these pain points. Read More
About Customer	Lenovo is a $21 billion personal technology company and the world’s second-largest PC vendor. It is listed in the Global Fortune 500 and has more than 26,000 employees based across the world, serving customers in more than 160 countries. Lenovo has headquarters in Beijing, China and Morrisville, North Carolina, U.S.; major research centers in Japan (Yokohama), China (Beijing, Shanghai and Shenzhen), and the U.S. (Morrisville); and manufacturing plants around the world, from North Carolina and Mexico to India, China and Brazil. Read More
Solution	Lenovo implemented the ProcessMaker workflow and Business Process Management (BPM) solution in three phases. In the first phase, ProcessMaker was tested with a small department of 16 users working with nine processes. The aim was to discover if ProcessMaker could solve the email communication pain point. In the second phase, ProcessMaker was deployed into a second department with a user base of 25 users and 16 processes, including a Lean Six Sigma project. The final phase involved rolling out the application to a user base of 90+ users, across 20 processes. One of the biggest achievements in this phase was to reduce one internal process from six days to two days in length. The last step of this phase was to transition the Lenovo solution to the cloud. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization

Services

System Integration

Challenge

Lenovo, a global technology company, was facing challenges in its customer fulfillment department. The department was relying on unstructured email communication, which was inefficient and led to unnecessary correspondence. The company also recognized the need for inter-department collaboration within a cloud environment to further streamline communication. With over 26,000 employees serving customers in more than 160 countries, the company needed a Business Process Management (BPM) solution to address these pain points.

About Customer

Lenovo is a $21 billion personal technology company and the world’s second-largest PC vendor. It is listed in the Global Fortune 500 and has more than 26,000 employees based across the world, serving customers in more than 160 countries. Lenovo has headquarters in Beijing, China and Morrisville, North Carolina, U.S.; major research centers in Japan (Yokohama), China (Beijing, Shanghai and Shenzhen), and the U.S. (Morrisville); and manufacturing plants around the world, from North Carolina and Mexico to India, China and Brazil.

Solution

Lenovo implemented the ProcessMaker workflow and Business Process Management (BPM) solution in three phases. In the first phase, ProcessMaker was tested with a small department of 16 users working with nine processes. The aim was to discover if ProcessMaker could solve the email communication pain point. In the second phase, ProcessMaker was deployed into a second department with a user base of 25 users and 16 processes, including a Lean Six Sigma project. The final phase involved rolling out the application to a user base of 90+ users, across 20 processes. One of the biggest achievements in this phase was to reduce one internal process from six days to two days in length. The last step of this phase was to transition the Lenovo solution to the cloud.

Impact #1	Improved methods of communication with customers.
Impact #2	Transition of all processes, case data and database entries to cloud environment.
Impact #3	Automation of 20+ processes leading to a significant increase in efficiency.

Impact #1

Improved methods of communication with customers.

Impact #2

Transition of all processes, case data and database entries to cloud environment.

Impact #3

Automation of 20+ processes leading to a significant increase in efficiency.

Benefit #1	Increase in customer satisfaction rate.
Benefit #2	Reduction of one internal process from six days to two days.

Benefit #1

Increase in customer satisfaction rate.

Benefit #2

Reduction of one internal process from six days to two days.

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Overview

Lenovo improves its customer satisfaction rate through a ProcessMaker implementation

Operational Impact

Quantitative Benefit