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Lenovo Confidential | © 2007 Lenovo
Lenovo ServicesA Heritage of Excellence Backing the Best Engineered PCs
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Contents
• Lenovo Services Evolution
• Service Strategy
• External Market Recognition
• Best in Class Service Capabilities
• Complete Service Portfolio
• Discrete Service Offerings
• Customers
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Lenovo Services Evolution – A Story of Transformation
4/30/2005
5/1/2005
2007+
•IBM Hardware •IBM Services
Customers
Customers
•IBM Services
•Lenovo Hardware
Administration
Ownership
Partnership
•Lenovo Hardware•Lenovo Services
Customers
ServiceDelivery Partner
s
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Our Legacy and Future
Lenovo Services is a new, energized business. We’ve taken the handoff - now we’re ready to be the best.
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Lenovo Services – Making Our Presence Felt
• Service as a differentiator– An integral part of product marketing efforts– A reason to purchase Lenovo
• Global reach/local presence– China– U.S.– EMEA– Asia/Pacific– Japan
• Services is an autonomous business– Complete customer focused portfolio of services– Tightly aligned with Lenovo product business
• Strategy in place to be the best
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Lenovo Services Strategy
Consistently Delight Customers • Easy to do business with • CSAT tied to performance incentives• Single point of accountability
Compelling Service Offerings• Designed around customer needs• End-to-end service portfolio• Designed to deliver business value
Service Delivery Excellence• Lenovo owns delivery experience• Leverage best-in-class service partners• Continuous improvement via Lean Six Sigma
CustomerDelight
Compelling Services
DeliveryExcellence
People
Centered Around People• Our customers• Our service partners• Our employees
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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External Market Validation
#1 Ranking for Tech Support for Laptop ComputersMay, 2006
Reader's Choice award for Notebook Service and Reliability August, 2005
Ranked #2 for Notebook Customer Satisfaction November, 2006
Editor’s Choice, Warranty Service SupportJuly, 2006
Ranked highest of PC brands for Tech Support and Repairs2007 Reader Survey
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Best-in-Class Global Service Delivery
Factory and configuration centersTechnical support and call centers
Services Coverage2,700 direct employees22,000 certified technicians170 countries17 languages
Sao Paulo
Buenos Aires
Johannesburg
Montreal
Guadalajara
Monterey
Chicago
St. Louis
Rochester
TorontoWindsor
CharlotteAtlanta
GreenockPolandBrnoBucharestMontpelier Fujisawa
BrisbaneSydney
Ballarat
Singapore
Hong KongShenzhen
Beijing
Erfurt
Madrid
Bangalore
Kuala Lumpur
Taipei
TokyoSeoulBoulder
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Managed Deployment Installation Custom Imaging Factory Integration Custom Delivery Project Management
Help Desk & Tech Support Problem determination Technical action plans Remote take-over Phone or chat Quick shipment of CRUs
Enterprise Support Packages
Service Account Managers Priority Call Routing Management Reports 4 hour response
Warranty & Protection Extensions & Upgrades Accidental Damage
Protection Online Data Back Up HDD Retention
PC Recycling & Disposal Value Recovery Discovery Secure Disk Wipe Packaging Transportation
Procurement, Planning & Consulting
Parts & System Procurement IT Consulting Migration planning Installation planning
Our Services Portfolio Addresses the entire PC Life Cycle
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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• OEM Base warranty • Depot based
• Response times to meet your business requirements
• Terms to support your asset lifecycle• Custom solutions• Parts logistics for expedient service• On-site support• Access to Lenovo’s Global Services
Network• Hard Drive Retention
• Notebook-specific protection• Regional coverage on a global
basis• Repair or Replace• Protection from unpredictable
expensesBase Level
Extended Service Plans
Extended ProtectionCurrent portfolio offerings
Standard Maintenance and Support Services
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Warranty Service Plans
• Investment Protection– Warranty is aligned with depreciation schedule
• Convenient depot or on-site service available
• Coverage when and how you need it– Choose level of service and responsiveness you need– Next business day, 9x5x4, 24x7x4
• Bundled upgrade options for warranty protection for notebooks
• Includes post warranty upgrades for 1 and 2 years
Customers save 10 - 33% when warranty extension is
purchased at same time as system
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Why should you buy?• Mobile workforce?
• 70%+ of mobiles damage repairs cost > $1000*• Provides coverage for multiple damage repairs• Coverage for new system if required for damage
* Gartner “Best Practices in PC Life Cycle Services.” March 16, 2006 ** Based on sample size of Lenovo customers with accidental damage protection claims
About A Dime A Day For Coverage
Customers save, on average, 28% with ADP vs. cost of repair**
Accidental Damage Protection
• Complete protection to desired term (i.e. 4 years)• 24/7 toll free access to Lenovo technicians • Unlimited repairs covering accidental damage issues• Replacement with new system, if required
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• Highly personalized– Welcome engagement – Customized set-up, configuration, and data migration– Proactive and convenient tune-ups to keep your PC operating at peak performance
• Executive Support Staff at your service– Highly skilled “named” agents who know you and work together for you– Empowered and accountable to completely resolve all issues– Directly manage and own all support activities - no matter what it is or where it occurs
• Convenience & Speed– Anytime, Anywhere, 24x7x365– Blue button instant access to text chat or phone
• (answers within 4 rings)
– Service at your convenience, when and where you want
Re-defining Premium Level Service
ThinkPad Reserve Edition – Executive Class Service
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Protect precious memories
Online Data Backup – Protection for Home & Business
• Encrypted back up of files off site• Transfer to new computer• Secure access anywhere in the world• Variable solutions for consumers and small business
Consumers SMBProtect business dataProtect precious memories
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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ThinkVantage Technologies – True Competitive Advantage
• Image creation
• Image management
• System migration
• System deployment
• Secure data destruction
• Time savings
• Improved productivity
• Positive bottom line impact
• Reduced downtime
• Improved customer delight
2007 TBR White Paper – ThinkVantage Technologies: Saving Dollars and Improving Productivity Through the PC Lifecycle
TBR believes the ThinkVantage Technologies are a true differentiator for Lenovo and offer a unique value proposition. No other PC hardware vendor has developed a full
portfolio of PC management lifecycle tools.
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Lenovo Managed Deployment Services Suite
Factory IntegrationAsset tagging, customization of system settings, installation of options, partition of drives and more…
Migration PlanningDevelop a plan for migrating operating systems or rolling out new PCs
Image Creation, Load, & ManagementLoad in manufacturing reducing time onsite, and manage on-going using our experts & proven process
Custom DeliverySchedule delivery, over-pack & bundle, remove packaging materials for easy receiving and distribution
Asset RecoverySecurely erase data and recycle in accordance with local standards. Receive value for resold assets.
On-site InstallationSet up system, transfer data and personality, connect to networks and peripheralsM
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Asset Recovery, Recycling and Disposal
• Value Recovery– Broker assets for cash or credit towards new PCs
• Discovery – On-site inventory and value assessment certificate
• Secure Disk Wipe – Disk overwrite to DOD specifications
• Refurbishment – Prepare asset for resale or reuse /cascade
• Packaging & Transportation – Consolidate assets, palletize & ship
• Disposal– Environmental friendly recycling with disposal certificate
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Why Lenovo?
• Rated highest among PC makers in “green” manufacturing• Single global source for remarketing and disposal of IT assets• Trade-in tax benefit with new equipment purchase• Cost-effective leveraging Lenovo’s scale and multiple contracts• Lenovo certified environmentally friendly and secure disposition
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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TM
World Class Services for World Class Customers
New South Wales Department of Education and Training
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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Summary
• Lenovo Services has a heritage of excellence
• Transitioned from administration to complete ownership
• We work with best-in-breed business partners
• Service as a differentiator
• Organization and portfolio are growing to be the best
• Solutions for protection, maintenance, managed services
• Single point of accountability
• All focused on world-class operations, world-class customers
| © 2007 Lenovo |Lenovo Confidential WW Services Overview January 2008
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