To ensure continuity and promote growth for businesses in the UAE, Lenovo has offered its Premier Support platform as an optional package through which businesses can gain access to technical expertise 24/7 to keep their hardware running in optimized condition. Developed to meet changing requirements in a fast-paced IT environment, Premier Support provides users with more customized solutions and the ability to identify and remedy issues, ensuring minimal downtime.
“Businesses today cannot afford to be let down by their technology infrastructures or devices,” said Mohammed Hilili, General Manager, Gulf and East Africa. “Digital transformation has made IT a vital, strategic component of any organization’s core business, and as companies look to manage recent business upheaval, IT is becoming even more crucial as a growth enabler. Lenovo Premier Support has been developed in recognition of the central role of IT, and of the need for availability of assets and solutions at all times.”
Lenovo Premier Support consists of several elements, each designed to provide a superior level of guidance for customers. Central to Lenovo’s business support solution is access to technical expertise from the company’s engineering team – trained to provide high-level assistance on hardware and software needs. Crucial to this, is unscripted support, understanding individual needs and providing customized outcomes.
The support process is taken care of by Lenovo’s Technical Account Management teams, who deliver end-to-end case management, alongside proactive support and escalation management. These account managers are a single point of contact, to give customers a consistent and engaged response to their specific issues or areas for improvement. In implementing this process, Lenovo believes businesses can swiftly recognize the value being added to their business through Premier Support. As the relationship involves a two-way dialogue, decision-makers are provided with ample opportunity to tailor the collaboration as they see best fit.
In addition to expert staff, the Premier Support program also includes priority access to parts and repair services, which are intended to minimize system downtime and keep unavoidable business interruption to an absolute minimum. Premier Support also offers the ability to have routine support tasks managed directly by Lenovo – freeing up IT personnel to focus on delivering strategic IT services and adding value to the business.
Premier Support provides a comprehensive suite of reporting tools, to monitor systems and help identify any issues which can be addressed proactively. Moreover, Premier Support customers gain access to customized dashboards for Lenovo assets, which include warranty and service delivery information for each asset and can help speed up support through a direct connection to the Lenovo Service Connect portal.
“Lenovo Premier Support provides businesses with the comfort and knowledge that their assets are protected with the best possible level of assistance to aid their road to recovery and contribute towards sustainable growth,” concludes Mohammed Hilili.
