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.
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.