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Microsoft Manufacturing United States

Lenovo

Customer Service Automation · Real-time Analytics · Sales Automation

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.

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Enhancing the support experience Now customers can interact with Copilot and Lenovo Premier Support customer service reps in nine different languages, 24 hours a day.

Reported impact

Business outcome

Enhancing the support experience Now customers can interact with Copilot and Lenovo Premier Support customer service reps in nine different languages, 24 hours a day.

  • Customer Experience
  • Productivity Improvement
  • Revenue Growth

Solution

Lenovo built its Microsoft solution to improve customer-service and conversational-support workflows. 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. Key components included Dynamics 365 Contact Center delivered dashboards, apps, or copilots to users, and Dynamics 365 Customer Service delivered dashboards, apps, or copilots to users. Requests and business records enter Dynamics 365 Contact Center, where Dynamics 365 Contact Center assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer. The stack stayed governed and extensible on Microsoft. Enhancing the support experience Now customers can interact with Copilot and Lenovo Premier Support customer service reps in nine different languages, 24 hours a day.

Data flow

Requests and business records enter Dynamics 365 Contact Center, where Dynamics 365 Contact Center assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer.

Solution architecture

2 components · 1 layer
  1. Serving
    • Dynamics 365 Contact Center Supports omnichannel service operations, agent productivity, and automated customer assistance.
    • Dynamics 365 Customer Service Provides the case-management and service workspace for customer-support teams.

Architecture clues

  • 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.
  • Lenovo needed automated, AI-based solutions to rapidly manage customer inquiries while streamlining and automating repetitive tasks and enhancing customer satisfaction.
  • This helped drive rapid adoption among service reps, so Lenovo quickly saw value from its investment.

Evidence from the source

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.
Enhancing the support experience Now customers can interact with Copilot and Lenovo Premier Support customer service reps in nine different languages, 24 hours a day.
Ken Zhou, Director, IT Product Management - Technology Solutions Delivery, Lenovo 20% drop in handle time 15% increase in agent productivity Making an easy decision 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.
The company worked with Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service to deliver AI-fueled experiences to customers and support agents.
Transparency Evidence & methodology 80/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value80/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale5/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    Lenovo customer story

    First-party
    https://www.microsoft.com/en/customers/story/19784-lenovo-dynamics-365-customer-service
    Source type
    Vendor-published customer story
    Published
    Nov 19, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Nov 19, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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