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Lenovo Streamlines Customer Experience with Sanas

Hardware & Electronics

The Lenovo Story

As a global leader in computer hardware and electronics, Lenovo aimed to enhance customer experience by improving OSAT, QA, and FTR metrics. However, achieving consistent results across its global support teams remained a challenge.

The Solution 

By integrating Sanas’s AI-powered accent translation, Lenovo’s offshore agents greatly improved communication with customers. This led to an immediate and substantial boost in OSAT, FTR, and QA metrics—driving higher satisfaction and more efficient support interactions.

The Impact 

  • CSAT score of 9.6 achieved in just 5 weeks
  • 100% FTR achieved in <45 days
  • 22% improved QA scores

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