Lenovo, the world’s largest personal computer manufacturer, is reshaping what it means to deliver exceptional customer experiences. By leveraging a unified digital platform, the company seamlessly connects with customers across its diverse global footprint. Here are three ways Lenovo is elevating customer experience and driving innovation through its cutting-edge approach.
“We recognize that we serve customers across different market segments and geographies, which requires varying tiers of service,” explains Damo Srinivasan, Director of Solutions and Services Group International Sales, Presales at Lenovo. “The ServiceNow platform enables us to connect with customers in different ways and manage complexities effectively.”
1. Personalized, efficient customer onboarding
Managing a diverse customer base of over 400 enterprise clients worldwide presents significant challenges. Lenovo’s flagship Device-as-a-Service (DaaS) solution simplifies the device lifecycle for these enterprises, ensuring seamless integration into their operations. A critical factor in this success is Lenovo’s structured and repeatable onboarding process, optimized to onboard customers 40% faster.
This streamlined approach enables Lenovo to onboard 95% of enterprise customers within 12 weeks, with plans to further reduce this timeframe to just four weeks. By creating a seamless, customer-centric onboarding experience, Lenovo ensures its enterprise clients can focus on their core business activities while enjoying enhanced technology services.
2. Enhancing customer retention and satisfaction
Lenovo’s commitment to delivering tailored solutions and accessible support has led to impressive results in customer retention and satisfaction. By integrating customer information and asset management into a unified platform, Lenovo provides a consistent and personalized service experience.
Innovations like a self-service portal and automated workflows allow enterprise customers to easily manage their device catalogs, place orders and track deliveries.
These advancements have reduced customer churn by 20% and improved the Net Promoter Score (NPS) by 25% in just one year—a testament to Lenovo’s focus on fostering long-term customer relationships.
3. Faster time to revenue through seamless integration
The ServiceNow digital platform allows seamless integration with customers’ existing systems, accelerating time to revenue and simplifying operational complexities. For example, the ability to export personalized device catalogs directly into customer platforms eliminates the need for lengthy API integrations.
This capability has been invaluable for global enterprises. For instance, Lenovo delivered 120,000 devices across 99 countries to a Fortune 500 customer, ensuring fast, reliable and efficient service delivery. By reducing operational bottlenecks, Lenovo empowers its customers to achieve their business goals faster.
Driving future growth with agility and innovation
The unified platform doesn’t just meet today’s needs—it’s built for the future. With plans to incorporate predictive intelligence and Generative AI, Lenovo aims to proactively address customer challenges, offer personalized recommendations and resolve up to 60% of support issues before escalation.
ServiceNow’s platform for digital transformation equips Lenovo with the tools to streamline processes, enhance customer interactions and deliver proactive service. This platform allows Lenovo to harness predictive insights, empowering enterprises to make smarter decisions and achieve greater operational efficiency.
“We are leveraging cutting-edge digital solutions to offer smarter technology for all,” says Damo Srinivasan, Director of SSG International Sales at Lenovo. “Our unified approach enables us to connect and deliver exceptional experiences to customers across different geographies and industries.”
Lenovo’s forward-thinking strategy and commitment to customer-centric innovation are setting new standards for service excellence, ensuring that enterprises of all sizes can thrive in an increasingly digital world.
