Lenovo Partnership

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Hi Tech Informatics is the largest supplier of Lenovo Thinkpad repair services to Lenovo in India. Hi Tech Informatics, in partnership with Lenovo has rapidly expanded its geographical footprint in India. Our daily call volumes average about 250 in metro cities and 50 in non-metro cities.

Hi Tech Informatics has a total of 31 branches in India including 23 Lenovo service centers. The service centers in Chennai, Bangalore, Delhi and Hyderabad are Lenovo exclusive service centers, whereas the other 19 are shared service centers. All our shared Lenovo service offices are centers of excellence where the leading practices in IT are discussed and carried out on a day to day basis. Some business actives in shared service centers include repair of components and peripherals such as PC’s, Servers, Printers, and Monitors. Other typical business activities are training, drafting proposals, and help-desk management to track and assign engineers for everyday calls. All Hi Tech Informatics locations are opened 6 days a week (Monday to Saturday) from 9 AM – 6 PM.Hi Tech Informatics undertakes both on-site and carry-in service in all our Lenovo service centers. The on-site service engineers closely follow an incident from the moment a call is logged until the customer is satisfied; which includes repair, service and when it is required, return of the defective component.

The majority of the customers for carry-in service in our Lenovo service centers approach with ticket ID’s from a Lenovo contact center. Hi Tech Informatics undertakes both urgent and non-urgent repairs. Urgent repairs are fixed rapidly in a time bound manner while the customer is waiting in comfort and hardware dependent issues are fixed as soon the replacement part arrives. Upon fixing, the customer is contacted through telephone or through the preferred method of contact, whatever that maybe (text message, email, office mail etc.).

On some occasions customers arrive to our location with out a ticket ID. The engineers at Hi Tech Informatics identify the issue by performing initial diagnostics and log a ticket with the ticketing system before proceeding to solve the customers problem.

Our high level of service is reflected in the CSAT scores. The average CSAT for both on-site and carry-in service across all our service centers is a high 92% .

Hi Tech Informatics currently services 80% of all Lenovo calls in South India and is an innovative, reliable, and a economically viable partner. Partnering with HTI will enable Lenovo to achieve its strategy of differentiation through service delivery.