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15 September, 2020

How Service Transformation is leading the Tech Revolution and changing the future of workforce

Rohit Midha

Why Service Transformation is everywhere?

Let me begin with a quote by Professor Klaus Schwab, founder and chairman of the World Economic Forum, from his book on the fourth industrial revolution. In it, he says that there is a need to “shape a future that works for all by putting people first, empowering them and constantly reminding ourselves that all of these new technologies are first and foremost tools made by people for people.” I think this quote captures the essence of the service transformation that is happening around us where everyone is looking to improve their professional as well as personal lives.

For decades, technology advancements have changed the way we work, and organizations have tried their best to adapt. Work transformation — or the "future of work" — enabled by path-breaking new technologies was fast becoming a disruptive force that goes to the very core of corporate culture, stakeholder roles, and how business is conducted. This was being discussed and actioned upon by organisations across the breadth and depth of the industry spectrum for the past few years.

However, the ongoing Covid-19 pandemic has accelerated the conversations and imperatives around technologies required for the workplace, putting almost all organisations in the centre of this transformation. Organizations, employees, channel partners – everyone – are trying to adjust and adapt to the new work experience. Some have found success while some are struggling to stay afloat. 

The need of the hour is service transformation – a necessity for businesses to survive and remain relevant. Adapting to the changing time is, therefore, a must and not a choice. 

How is Lenovo’s Service Transformation Going to Help Customers?

Customer experience has been a foundation of Lenovo’s culture and strategy. Studies show that consumers consider the service they receive to be more important than marketing, product, or price. 59% of consumers report that they would try a new brand if it promised better service. Our experience tells us that satisfied customers are more likely to upgrade or add services and less likely to cancel.

Businesses are seeking smarter ways to offload routine IT functions and automate recurrent processes so that their staff can better focus on strategic initiatives that drive the business forward. 

At Lenovo, we realize that the majority of our customers don’t want to deal with multiple component pieces for their end computing needs and are instead looking for a comprehensive solution with a dependable partner. We are known for our world-class hardware. In essence, Lenovo Services Transformation is the catalyst that helps strengthen the relationships with our customers.

Across all our markets, Lenovo’s service-led transformation can be broken down into three steps:

1.    Attached Services – These services are sold with the device. They include elements like premium care, premier support, accidental damage protection, battery warranty, international warranty, extended warranty, and easy spare part replacement. Our attached services are designed to deliver greater customer experience.

2.    Managed Services & Device as a Service (DaaS) – These services allow customers to outsource responsibility for managing their IT infrastructure to Lenovo.

3.    Complex Solution – At this level, Lenovo has a service-led engagement and a deep understanding of the customer business problem, and the customer trusts Lenovo to design and implement a solution to address it.

Lenovo offers a comprehensive range of PC lifecycle solutions, spanning every phase such as planning, configuration, deployment, support and protection, managed services, and asset recovery. 

The Role of the Future of Workforce in Service Transformation Impacting Technological Revolution

The workplace is changing. Employees could be working from anywhere from any network. New employees may be on-boarded remotely and may not even come to the office for their device setup. Rather than securing locations, companies will need to secure systems – extending the same network security best practices that exist within the enterprise to all remote environments.

Organizations will need to get better at tracking and managing their IT assets, especially in remote workforce environments. To secure and manage endpoints, companies will need next-gen solutions with AI-powered capabilities to predict cyberattacks and automatically self-heal devices.

Here is where Lenovo Services can add value. For instance, Lenovo Smart Fleet Services can help organizations build this secure work environment by taking into considerations the unique requirements of each customer.

Are Customers More Open to Exploring Different Service and Device Management Models?

The success of a business is directly related to the effectiveness of its people to do their jobs. The same can be said for the IT function within a business. Today, to remain relevant, organizations are rethinking and evolving into new ways of doing business. They are relooking at their cost structures and ways to improve employee efficiency.

Over the last few months, we have had more and more of our customers take this path and become appreciative of the need to have a dependable partner. 

To help customers tide over their cash flow crises, we see an increasing uptake for our Device as a Service (DaaS) offering. DaaS is a fully-managed, customized, and service-led support model that combines hardware, services, and software into a single configurable solution for a nominal periodic fee. It makes modern IT more accessible as an OPEX rather than a CAPEX model.

Then there is the enterprise IT teams exploring ways to provide service support to their hundreds of employees now working from home across the country. We are seeking higher acceptance of our services like Premier Support (for enterprise) and Premium Care (for personal users). In fact, in a recent study by Technology Business Review (TBR), our flagship offering – Lenovo Premier Support – met or exceeded competition in 20 out of 21 attributes of the PC support experience. Lenovo Premier Support customers reported significantly higher satisfaction when compared to the competition.

Conclusion – Service Transformation is Integral to the Technological Revolution

Organizations will have to adapt and accept the new normal. While some of the changes may be temporary, some are going to be permanent. From prevention of cyberattacks and data breach to supporting employees from multiple locations across the world, the IT landscape is going to be very different in a post-pandemic world.

Lenovo Services will help organizations embrace this change and implement well-planned solutions that fit the evolving needs of organizations. Our portfolio of services would go a long way in helping our customers (Enterprise, SMB, and Personal) adapt this change, so that they can focus on what’s important to them. Now it is up to companies to embrace the service transformation trend and make their businesses foolproof.