ServiceNow Enables Lenovo to Accelerate Device-as-a-Service Delivery and Reduce Customer Churn by 20% Across 180 Countries

Lenovo, the world's leading personal computer manufacturer and Fortune Global 500 company, operates its Solutions and Services Group (SSG) to deliver device lifecycle management and cloud solutions to over 400 enterprise customers across 180 countries. The company's flagship Device-as-a-Service (DaaS) offering helps large enterprises manage hardware deployment and configuration while freeing internal resources. However, tracking order status, customer communications, and hardware deployment across multiple time zones and geographies proved operationally complex. Lenovo needed a unified platform to deliver consistent, personalized services at scale while maintaining transparency and reducing manual effort across its expanding portfolio of 15+ digital workplace service lines.

Lenovo deployed ServiceNow Technology Provider Service Management (TPSM) with ServiceNow Workflow Data Fabric to create a structured, repeatable onboarding process and unified customer experience. Using the customer data model within TPSM, Lenovo integrated customer information, asset mapping, procurement catalogs, and case management across its ecosystem. The Service Bridge capability enabled seamless integration with customer platforms and third-party applications including Absolute, DocuSign, Kafka, and Microsoft Dynamics. Within the first year, Lenovo reduced enterprise customer onboarding time by 40%, enabling 95% of customers to onboard within 12 weeks, compared to longer cycles previously. For enterprise customers using the self-service portal, the company delivered a personalized device catalog, streamlined ordering, and automated order tracking—reducing deployment effort and achieving a 20% reduction in customer churn and a 25% increase in Net Promoter Score.

Building on this success, Lenovo expanded to ServiceNow IT Service Management (ITSM) Professional to support Service Desk, Unified Endpoint Management, Cloud Migration, and Managed Services for M365. Using out-of-the-box capabilities and the Flow Designer feature, Lenovo deployed Service Desk and DaaS solutions to a global Fortune 500 customer in just 23 days, including an AI-guided knowledge base for 24/7 self-help and multi-channel support across Lenovo and non-Lenovo devices. The platform integrates with Absolute software for endpoint security and DocuSign for service acceptance verification. Lenovo expects the AI-powered platform to resolve up to 60% of incidents before tickets reach support agents. Looking ahead, the company plans to leverage ServiceNow's predictive intelligence and generative AI capabilities, along with ServiceNow IT Operations Management and ServiceNow Strategic Portfolio Management, to unify processes across all service offerings and scale its vision of making smarter technology solutions accessible to organizations of all sizes globally.