Customer Service Automation · Enterprise Knowledge Search
Lenovo's Cloud Service Provider managed-services desk was handling 95% of cases across six mailboxes, with customer data scattered across multiple systems and SharePoint, making software-support cases slow to open, hard to track, and difficult to resolve consistently.
Reported impact
Lenovo completed a global Now Assist rollout in three months, cut case resolution time by 35%, replaced six support mailboxes with one platform, and used the richer self-service experience to reach a 100% CSAT score over a three-month period.
Lenovo rebuilt global software support for its Cloud Service Provider managed-services business on the ServiceNow AI Platform. Technology Provider Service Management became the case-management backbone for entitlements, service workflows, and a shared Workspace, replacing six email queues that had captured most cases. Workflow Data Fabric connected Microsoft Dynamics, Genesys, SharePoint, and other legacy support sources into a single customer data model so agents and Now Assist for TPSM could see account context and service history in one place. Now Assist generated case histories, live-chat summaries, resolution notes, and draft knowledge articles, while Virtual Agent and the TPSM self-service portal let customers find catalogs, track status, and self-serve common issues before handing richer context to human agents.
Customer requests enter through the TPSM portal or Virtual Agent chat, where Now Assist for TPSM summarizes prior interactions and drafts resolution notes. Workflow Data Fabric brings account, entitlement, and service history from Microsoft Dynamics, Genesys, and SharePoint into a shared customer model inside TPSM so agents can resolve the issue or publish new knowledge for future self-service.
95% of cases sent to the managed service desk were captured across six mailboxes.
This helps accelerate the self-service process and contributed to a 100% CSAT score in a three-month period.
Using Workflow Data Fabric to connect data from various applications, including Microsoft Dynamics and Genesys, into a single customer data model
With Now Assist enhancing the TPSM experience, support agents can quickly resolve issues using AI-generated case histories, case summaries, and resolution notes.
With the ServiceNow AI Platform, we have seen a 35% decrease in resolution time.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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