Lenovo uses service to retrieve HP Dell

Starting from its own capabilities, Lenovo's services gradually eroded the IT service outsourcing market in a step-by-step manner. In the face of competition from competitors such as Hewlett-Packard and Dell, the more heavyweight customers Lenovo has locked in service, the greater the chances of these customers' subsequent purchases of computers.

From contracting people to outsourcing IT services On August 31, Lenovo Services and Wuxi Suntech Power Co., Ltd. (hereinafter referred to as Suntech Power) formally signed an IT management service agreement. According to the agreement, Lenovo Services will provide Suntech Power with a two-year IT management service. This is not only Lenovo's formal announcement of the full-scale IT service outsourcing market, but also a major breakthrough in the new energy industry.

The reporter learned that Lenovo has been exploring the IT outsourcing business and has signed contracts with heavyweight commercial customers such as Huawei and BYD, but it has not been publicized.

Sun Tak Power Chief Information Officer Chuo Litao said that Suntech Power had previously used IT service outsourcing, but at that time it only cooperated with a local small company and adopted a packaged approach. "Basically, we are holding them and what we need. They say 'good, good, and good'. We have not helped us greatly in improving our management capabilities," said Qiu Litao.

The situation is different now. Lenovo has a mature IT service management system that can provide many useful suggestions for Suntech Power's work, and can design solutions based on existing problems and upgrade Suntech Power's corporate KPI.

Li Xianglin, vice president of Lenovo Group and head of services of Lenovo Group Emerging Markets Group, said that large companies with cutting-edge technologies such as Suntech Power have more complicated businesses and branch offices worldwide, unified service support model for IT operation and maintenance solutions and remote On-site and multi-site IT services can help them reduce operating costs and improve work efficiency.

Reduce the problem by 20% to 30%

At present, Lenovo's service engineers have been stationed in the IT Service Support Center of Suntech Power. In the main department of Suntech Power Plant, Lenovo has also deployed resident engineers. Lenovo adopts a unified information service management system, periodically summarizes the most reported repair and consultation problems, and proposes corresponding solutions, which can effectively reduce the occurrence of failures.

According to Qiu Litao, under normal circumstances, the monthly number of telephone repairs and consultations of Suntech Power is 8,000 to 9,000. “We hope to reduce this number by 20% to 30% through Lenovo’s professional services.”

The goal that Suntech Power expects is not a problem in Li Xianglin's eyes: “We will propose corresponding solutions based on statistical information and reduce the use of customers.”

This kind of on-site personal service provided Lenovo with Suntech Power to establish an unparalleled close relationship, and has a good impact on customer's follow-up computer product purchase decision.

At present, the computer products used by Suntech Power are mainly based on the Dell brand. According to Qiu Litao, the procurement of computer products is relatively independent. Whoever has better product cost-effectiveness, more timely service response, more value-added services, and greater chances of being selected at the time of purchase. Taking advantage of the outsourcing of IT service outsourcing, the advantages in this area are self-evident.