Cloud-based analytics in the cloud helps Lenovo hear voice of customers

SAS Analytics in the cloud is helping Lenovo transform itself into the industry’s leading consumer-driven company.

Lenovo is running powerful big data analytics software from SAS, the global leader in analytics (per IDC and Forrester), on the public cloud infrastructure of Amazon Web Services (AWS).

The computer manufacturer is combining insights from its own data with unstructured data, such social media, product reviews, customer forums, call center logs and online chat sessions.

By mining, categorizing and modeling this diverse information, Lenovo can detect issues before they become pervasive. The result is strengthened customer satisfaction and a stronger brand for Lenovo.

Lenovo, the No.1 PC maker in the world and No. 4 in smartphones, runs a broad and powerful solution that includes SAS Visual Analytics, SAS Enterprise Miner, SAS Text Analytics, SAS Sentiment Analysis and other software. The company chose a cloud environment because it allows the global company to analyze voice-of-the-customer data and more in a cost-effective manner wherever a user happens to be.

Per Anthony Volpe, Lenovo Executive Director and Chief Corporate Analytic Officer, “Lenovo organizations all over the world are now accessing the SAS software. Lenovo plans to get more people trained so that it can further democratize analytics.”

“We chose to deploy SAS in the AWS environment to reduce the cost, time and risk of pursuing a broad set of analytic projects,” said Volpe. “With cloud-based deployment, we lower our infrastructure investment and maximize use. We also bring analytics to bear much more quickly without long procurement, installation and deployment periods. The SAS software is there, ready to help optimize decisions to be integrated into business processes. SAS Analytics running in a cloud environment greatly increases our agility.”

Cloud-based SAS Analytics has fostered greater tolerance for risk-taking at Lenovo because it quickly returns results. “This encourages us to be more innovative, try more creative things. This can ultimately lead to the breakthrough solutions necessary to further solidify our relationships with our customers,” he said.

Lenovo draws from analytics best practices across industries, including consumer products, retail, grocery and commercial banking. The PC maker has also developed its own models and methods that drive core strategy and meet the needs of the Lenovo business and its customers.

In addition to addressing Lenovo customer-facing opportunities, SAS Visual Analytics running on the AWS cloud helped increase efficiencies for Lenovo in the supply chain, manufacturing, and sales and service operations, said Volpe.

New Q4 data from Synergy Research Group shows that AWS is among the market leaders in the three key cloud infrastructure services market segments. Amazon remains in a league of its own in the public IaaS market, while IBM has a clear lead in private & hybrid cloud infrastructure services. Meanwhile the public PaaS market is hotly contested with Salesforce holding a slim lead over Amazon and Microsoft in Q4. In aggregate Amazon is the clear number one in cloud infrastructure services with a 28% share in Q4, followed by IBM, Microsoft, Salesforce, Google and Rackspace.