How Lenovo Uses ServiceNow AI Platform to Boost CX and Cut Churn

Lenovo, the world's largest PC manufacturer and a Fortune Global 500 company, serves customers across 180 countries through a broad portfolio of technology products and services. Its Solutions and Services Group (SSG) was established as a key growth engine, targeting USD 10 billion in revenue by 2028 by delivering pocket-to-cloud solutions — including its flagship Device-as-a-Service (DaaS) offering — to more than 400 enterprise customers worldwide. As SSG expanded to over 15 service lines, managing device lifecycle, order tracking, and customer communications across multiple time zones and geographies became increasingly complex.

The core challenge was operational fragmentation. Lenovo's existing IT tools were largely internal-facing and ill-suited for the demands of an as-a-service business model. Delivering consistent, personalized service to large enterprise customers spanning dozens of countries required a structured, repeatable approach to onboarding, integration, and service delivery — one that legacy systems could not provide at scale.

To address this, Lenovo deployed ServiceNow Technology Provider Service Management (TPSM) alongside ServiceNow Workflow Data Fabric. The platform's customer data model allowed Lenovo to map assets, procurement catalogs, and support cases across its entire customer ecosystem. Using the Service Bridge capability, Lenovo seamlessly integrated with customers' own technology platforms and connected third-party applications — including Absolute, DocuSign, Kafka, and Microsoft Dynamics — into a unified self-service portal personalized for each enterprise customer. Lenovo also rolled out ServiceNow ITSM Professional to support a broader range of managed services, including Service Desk, Unified Endpoint Management, Cloud Migration, and M365 Managed Services.

The results were significant and rapid. Within one year, Lenovo achieved a 25% improvement in Net Promoter Score and a 20% reduction in customer churn. Enterprise customer onboarding became 40% faster, with 95% of customers now onboarded within 12 weeks — a timeline Lenovo plans to compress further to four weeks. In one notable deployment, Lenovo used the platform to deliver 120,000 devices to a Global Fortune 500 customer operating across 99 countries. A first Service Desk and DaaS rollout for a global cosmetics company was completed in just 23 days, initially managing 5,000 devices in Singapore.

Looking ahead, Lenovo is expanding its use of ServiceNow's advanced capabilities, including predictive intelligence and generative AI, to proactively resolve customer incidents — with a target of resolving up to 60% of support tickets before they reach a human agent. The company is also evaluating ServiceNow IT Operations Management and Strategic Portfolio Management as part of its broader roadmap, with the overarching goal of becoming a single, unified Digital Workplace partner for organizations of all sizes.