The Problem
Lenovo is a $21 billion personal technology company and the world’s second-largest PC vendor. Listed in the Global Fortune 500, it 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. With so many employees serving so many companies, the customer fulfillment department needed a new way to handle customer interaction instead of using unstructured email communication. In addition, Lenovo recognized that inter-department collaboration within a cloud environment could cut down on unnecessary emails, memos and other correspondence. With many pain points to address, Lenovo decided that it required a BPM solution.
Pain Points
- High volume of unnecessary email correspondence between customers and the customer fulfillment department.
- Need for reporting and dashboards to provide insight into customer fulfillment department productivity.
- Separate departments handling and responding to customer inquiries.
- Hardware purchase and maintenance costs of current on-premise applications.
- No way for senior managers to track the work of employees.
The Solution
- Phase One: ProcessMaker was tested with a simple deployment into a small department of 16 users working with nine processes. The aim was to discover if ProcessMaker could solve the email communication pain point. Not only was this initial deployment successful, reports and dashboards were set up in this phase. Lenovo stated that quick and easy access to the ProcessMaker database for its administrators helped to facilitate these extra dashboard and report features.
