Lenovo needed automated, AI-based solutions to rapidly manage customer inquiries while streamlining and automating repetitive tasks and enhancing customer satisfaction.
The company worked with Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service to deliver AI-fueled experiences to customers and support agents.
Lenovo boosted agent productivity by 15%, reduced handling time by 20%, and reached record-high customer satisfaction.
Lenovo is a global technology powerhouse with a broad portfolio that includes devices, infrastructure, IT services, and complex solutions. Through its Premier Support services, Lenovo delivers faster issue resolution and reduced downtime, giving enterprise customers direct access to advanced technicians to address problems with hardware, software, or peripherals. With thousands of support agents globally, this service keeps businesses productive while releasing IT teams from repetitive tasks so they can focus on innovation and business growth.
Lenovo needed a solution to streamline support operations and keep pace with growing demand. “The system we were using was fragmented and made a lot of extra work for the agents,” says Chen Lu, Director, Services IT Delivery at Lenovo. As a customer-centric organization, Lenovo was looking for solutions that would enable its support teams to rapidly manage customer inquiries, while streamlining and automating repetitive tasks for its agents.
As a customer-centric organization, Lenovo is happy to innovate with Microsoft, and leverage Dynamics 365 to deliver better business outcomes to our customers.
Ken Zhou, Director, IT Product Management – Technology Solutions Delivery, Lenovo
20% drop in handle time
Lenovo has thousands of sales network and other professional service staff already successfully using Microsoft Dynamics 365 Customer Service. So it was an easy decision to equip the Premier Support services team with the same tools, including Dynamics 365 Contact Center and Dynamics 365 Customer Service, both with Copilot, to deliver an AI-powered chat service. “As a customer-centric organization, Lenovo is happy to innovate with Microsoft, and leverage Dynamics 365 to deliver better business outcomes for our customers,” says Ken Zhou, Director, IT Product Management – Technology Solutions Delivery at Lenovo.
Before releasing the solution for customer engagement, Lenovo asked its most experienced Premier Support customer service representatives to put the chat agent to the test. This helped drive rapid adoption among service reps, so Lenovo quickly saw value from its investment.
Now customers can interact with Copilot and Lenovo Premier Support customer service reps in nine different languages, 24 hours a day. Copilot in Dynamics 365 Contact Center and Dynamics 365 Customer Service is enhancing the support experience from end to end.
When a customer engages with support, they explain the issue in natural language to the chat assistant. Next, the solution draws on millions of historical service interactions to help the service rep identify optimal solutions. Thanks to real-time, high-quality suggestions from Copilot, service reps spend less time gathering and reviewing information and more time resolving the issue. After the support call, Copilot creates a detailed summary of the call, including the key action items. With this automation, customer service reps can handle more tickets than before.
Our Premier Support service reps are seeing a boost to their productivity and seamless service delivery. … Average handling time has fallen by 20% and agent productivity is up 15%
Chen Lu, Director, Services IT Delivery, Lenovo
With Dynamics 365 Contact Center, “Our Premier Support service reps are seeing a boost to their productivity and seamless service delivery. Now they have a unified platform and can benefit from the omnichannel features of Dynamics 365 Contact Center,” says Chen. “As a result, average handling time has fallen by 20% and agent productivity is up 15%.” And with higher satisfaction ratings, we know that customers are happier too.”
In short, customers get fast, effective support, and support reps are freed from low-level tasks to focus on what really matters: the customer.
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