Total 650 words used.
The global economy is more complex, fast-moving and challenging than ever. From volatility in markets, prices and consumer demand, to extreme weather, energy shortages and cybersecurity threats, businesses are under pressure to digitalize, cut costs and drive value from growing volumes of data.
As a global technology giant, Lenovo stands at the forefront of these challenges and our response impacts others because of the speed, scope and scale of our business: #1 in the global PC business, #3 in the global server business, $1.5B+ in annual R&D, 80,000 employees, 35 manufacturing facilities and 23 data centers on four continents.
To solve today’s challenges and prepare for tomorrow’s, Lenovo’s Solutions and Services Group, our growth engine, spearheaded Lenovo’s service-led transformation by expanding its service relationship with customers to be more personal and supportive rather than transactional. At the heart of this transformation is Lenovo’s Premier Support, customer support for Lenovo’s enterprise customers, providing direct access to Lenovo’s hardware and software engineers to help businesses manage and maintain their devices. Shortly after its release, TBR research found 91% of Lenovo Premier Support customers said they would purchase it again and 88% would recommend it to a peer. With the success of Premier Support and growing need for workplaces to become more hybrid-friendly, Lenovo introduced Premier Support Plus for PCs in 2023.
Premier Support Plus, an advanced service offering built on Premier Support, combines AI and human support for proactive, predictive and direct IT support to bolster end-user utilization. A benchmark study found users typically lose three hours when they submit an IT support ticket and 22% reported remote working is not supported enough. This enhanced service ensures Lenovo’s Support Services adapt to the increasing complexity of its customers’ IT environments. In-house IT maintenance can be a drain on company resources like time and money, so by reducing IT teams' workload, it enables more time for innovation and creates a more productive business environment.
Premier Support Plus has AI capabilities at its core. The service is powered by Lenovo Device Intelligence (LDI), a cloud-based, AI-driven solution that uses advanced predictive analytics and proactive device insights to monitor a fleet’s performance and prevent IT issues. Moreover, LDI allows customers to leverage device data alerts to drive faster resolutions. Based on 400,000 data points collected from 5000 laptops, LDI’s deep learning model is >90% accurate at pinpointing applications (current and new) that are causing performance degradation.
With this predictive and proactive functionality, customers can prevent and reduce critical device failure issues, extend the lifecycle of their devices and avoid additional CO2 emissions from any new device they would need to purchase. Premier Support Plus achieves this by connecting data at scale across the device fleet and by promptly providing recommendations and resolutions to Lenovo’s customers.
With over 16M eligible devices, across all industries, customers have adopted the service to drive visibility across their device fleets. Leveraging Premier Support Plus streamlined support and other Lenovo services, Swiss Securitas Group, a Switzerland based security provider, has been able to increase staff productivity due to fewer disruptions and cut the downtime of resolution by 87% so employees could get back to work just 30 minutes after. Additionally, Swiss Securitas Group was able to cut total cost of ownership per user by 30%.
Furthermore, customers appreciate the service because it provides data to assist with optimized device fleet management, improves service performance and extends the lifetime of devices that are more likely to be repaired before critical performance issues result in decommissioning. Most favorably, it reduces repair costs which can add up to $6M lost yearly through IT support incidents.
By blending AI-driven capabilities with human touch, Premier Support Plus gives customers the most efficient and effective assistance possible. Its ability to streamline operations, minimize downtime and maximize productivity makes it possible for businesses to not only keep up, but thrive in the modern hybrid workplace
Nomination Title: Premier Support Plus
