Lenovo taps SAS Analytics on Amazon cloud to improve customer experience

PC vendor Lenovo has tapped SAS Analytics on the public cloud infrastructure of Amazon Web Services (AWS) to improve customer experience.

Lenovo is utilizing big data analytics software from SAS on the public cloud infrastructure of Amazon Web Services (AWS). The computer manufacturer is combining insights from its own data with unstructured data, such as 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 in order to improve customer satisfaction.


Lenovo runs 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, executive director and chief corporate analytics officer, Lenovo, said: “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.”

Lenovo selected to deploy SAS in the AWS environment to reduce the cost, time and risk of pursuing a broad set of analytic projects.

“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. SAS Analytics running in a cloud environment greatly increases our agility,” Volpe 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.

Meanwhile, big data is a big opportunity for CIOs. An IDC white paper released in December, The CIO’s Chance of a Lifetime: Using Big Data and Analytics as the Ticket to Strategic Relevance, reveals that today’s data-intensive world provides CIOs the opportunity to support business objectives in a strategic, outcome-oriented way.

Sponsored by SAS, the study surveyed 578 IT, line of business and analytics managers and executives.

Though big data and analytics are fundamentally transforming business, many respondents struggle to calculate — or even articulate — their value. While 95 percent saw benefits from analytics, only 31 percent could actually measure that value.

Some 38 percent of organizations said the majority of their analytics staff reside in a centralized analytics group outside IT — that figure would have been close to zero five years ago — with 21 percent saying that group primarily determines analytics strategy.

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