Being a late entrant in the India market, Lenovo placed 3rd in the PC category. They trailed HP and Dell due to a negative consumer perception of the brand. Lenovo wanted to break into the top 2 by focusing on after sales services to build a better brand imagery

To improve customer perception of Lenovo’s after sales service by launching top-of-the-line service: PremiumCare 

With the use of deep listening, we discovered that Lenovo service, hidden behind telephones, social media and concrete walls was obscured from the customer’s view and customers only believe what they see.

We decided to give users a tangible feel of after-sales service Lenovo provides. Thus was born #LenovoServiceLIVE, a LIVE 36-hour service marathon that showed people in real-time the efforts the service team puts in. We went FB LIVE for 36 hours and solved laptop queries, gave people a taste of PremiumCare and changed our service perception. 

Bhaskar Choudhari, Director of Marketing, replied to all the hate the internet threw at us. Hiding behind the walls wasn't an option. We burned, shredded, even ate up the mean tweets. 

We called out to people to get a taste of PremiumCare with short videos. 

Rahul Agarwal introduced the internet to PremiumCare by "unboxing" the service LIVE.   

Every feature of the service was represented with a prop to make it fun for people to understand. 

People could sent in their complaints and get more information about out service offerings. 

LINK - http://www.lenovoservicelive.com/