How Lenovo Uses ServiceNow AI Platform to Boost CX and Cut Churn
Lenovo's Solutions and Services Group deployed ServiceNow Technology Provider Service Management and generative AI to unify its global Device-as-a-Service operations across 400+ enterprise customers. The platform streamlined onboarding, integrated third-party tools, and enabled self-service portals — delivering measurable gains in customer satisfaction and retention within a single year.
Impact
25%
Net Promoter Score improvement
20%
Reduction in customer churn
40%
Faster enterprise customer onboarding
95%
Customers onboarded within 12 weeks
120,000
Devices delivered to a single Fortune 500 customer
23 days
Time to deploy first Service Desk and DaaS solution
5,000
Devices managed in initial Service Desk rollout
60%
Target incident resolution before reaching a support agent
USD 10 billion
SSG revenue target
400+
Enterprise customers served by SSG
15+
Service lines in SSG Digital Workplace portfolio
Challenge
Lenovo's Solutions and Services Group struggled to deliver consistent, personalized services to 400+ enterprise customers across multiple geographies using fragmented, internally-focused IT tools. Scaling its Device-as-a-Service business globally required a structured, repeatable approach to onboarding and integration that its existing systems could not support.
Solution
Lenovo deployed ServiceNow Technology Provider Service Management (TPSM) with Workflow Data Fabric to unify customer data, automate onboarding workflows, and integrate third-party platforms into a single self-service portal. It also implemented ServiceNow ITSM Professional to extend managed service offerings including Service Desk, Unified Endpoint Management, and Cloud Migration.
Tools & Technologies
What Leaders Say
“We recognize that we service customers across different market segments and geographies, and this requires different tiers of service. ServiceNow AI Platform enables us to deliver and connect with customers in different ways and deal with complexities.”
“Lenovo's customers use ServiceNow. We wanted to meet their needs and will leverage ServiceNow to do that. ServiceNow also offers a roadmap for technology industry that aligns with our growth aspirations and allows us to remain agile.”
“We are working with over 400 enterprise customers across multiple countries and regions. It's important that we can map their assets, procurement, catalogs, and cases across the ecosystem. ServiceNow gives us the ability to build a structured and repeatable onboarding process for our customers.”
“ServiceNow has simplified our registration process, enabling us to onboard an enterprise customer 40% faster.”
“With ServiceNow TPSM and Workflow Data Fabric, we can collaborate effortlessly with our large enterprise customers and accelerate time to revenue.”
“With the ServiceNow AI Platform, we can collaborate seamlessly with our customers and accelerate time to revenue.”
“ServiceNow is out-of-the-box, which means that we don't have to start from scratch. Our employees really like it. Leveraging the Flow Designer feature and the platform capability of ServiceNow, we can quickly create new processes and expand Service Desk and other offerings to more customers.”
“Working with partners like ServiceNow gives us the agility to offer Digital Workplace solutions to any organization—large or small.”
“We are also leveraging ServiceNow's built-in AI capability to recommend products and services to customers. And in a support scenario, we are expecting to resolve up to 60% of incidents before the ticket reaches a support agent.”
“ServiceNow is flexible and scalable, enabling us to connect and deliver seamless experience to customers across different geographies and verticals. It really is enabling our vision of Smarter Technology for All.”
Sign up to read complete case studies, access detailed metrics, and unlock all use cases.
Full Story
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.