Thrive Achieves 73% First-Contact Resolution with ServiceNow AI Integration
Thrive leverages ServiceNow's AI capabilities to revolutionize customer support, achieving a remarkable 73% first-contact resolution rate and setting a new standard for efficiency in managed services.
Key Facts
- Thrive's 73% first-contact resolution boosts customer loyalty, enhancing competitive positioning.
- AI reduced time-to-resolution by 63%, indicating significant operational efficiency gains.
- 14,500+ engineer hours saved allows Thrive to focus on critical tasks, improving financial performance.
- 99.2% customer satisfaction reflects strong service quality, a key differentiator in the MSP market.
- ServiceNow partnership enables proactive issue resolution, signaling strategic shift towards automation.
Summary
Summary
Thrive, a managed services provider, faced challenges in scaling customer support as its client base expanded. By deploying ServiceNow's AI Platform and Technology Provider Service Management, Thrive transformed its customer service approach, achieving a 73% first-contact resolution rate.
Background
Thrive is a global technology outsourcing provider focused on small and mid-sized businesses. Before implementing the AI solution, Thrive managed IT environments and provided specialized services, including cybersecurity and cloud solutions, for thousands of customers. However, as their customer base grew, the company struggled to maintain support quality without increasing manual work.
Challenge
Thrive aimed to scale its customer support capabilities while minimizing manual processes. Traditional ticketing workflows resulted in delays and inefficient handoffs, hindering the company's ability to respond quickly to customer needs.
Solution
Thrive built its NextGen Platform on the ServiceNow AI Platform, utilizing Technology Provider Service Management (TPSM). This included the deployment of AI agents to automate workflows and intelligently route tasks. The solution centralized customer service, allowing for incident triage at first contact and providing engineers with comprehensive visibility into customer environments.
Results
The implementation led to significant improvements:
- 73% first-contact resolution rate.
- 63% reduction in time-to-resolution, decreasing connection time from six minutes to less than one minute.
- 99.2% customer satisfaction rate.
- Over 14,500 engineer hours returned to customer-facing work, with ServiceNow AI generating more than 92,000 automated assists.
Key Insights
Organizations can enhance customer service efficiency by leveraging AI to automate routine tasks and improve incident resolution times. Centralizing support functions can lead to better visibility and faster response rates.
Customer Testimonial
"We wanted a technology partner that could scale with our business. ServiceNow was a perfect match," says Scott Steele, Chief Operating Officer. "Our decision paid off and we're now delivering more effective services, faster, to help customers grow."
Entities Mentioned
Companies
Products
Technologies
People
Key Concepts
Definitions
- ServiceNow AI Platform
- A platform that automates workflows and enhances customer service through AI-driven solutions.
- Technology Provider Service Management (TPSM)
- A service CRM designed specifically for technology providers to manage customer interactions and support.
- first-contact resolution
- The ability to resolve customer issues during the first interaction without the need for follow-up.
- NextGen Platform
- Thrive's platform built on the ServiceNow AI Platform to enhance managed services and customer support.
- DEX
- Digital End-user Experience capabilities that provide insights into device health and user experience.
Use Cases
- →automating customer service workflows
- →routing tasks intelligently
- →proactive issue resolution
- →real-time visibility into customer environments
- →enhancing IT support efficiency
- →reducing manual work in service delivery
Frequently Asked Questions
What is Thrive's approach to customer service?
Thrive focuses on transforming customer service from reactive to proactive by using AI-driven solutions. This approach allows them to resolve issues quickly and efficiently.
How does ServiceNow support Thrive's operations?
ServiceNow provides Thrive with the AI Platform and TPSM, enabling them to automate workflows and improve customer service. This partnership has resulted in significant improvements in resolution times and customer satisfaction.
What are the benefits of using AI in customer support?
AI in customer support helps automate routine tasks, reduces response times, and improves first-contact resolution rates. This leads to higher customer satisfaction and more efficient use of engineering resources.
What metrics indicate Thrive's success with ServiceNow?
Thrive achieved a 73% first-contact resolution rate and a 99.2% customer satisfaction score. Additionally, they saved over 21,000 hours of manual work through automation.
How does Thrive ensure quality support as it scales?
Thrive uses the ServiceNow AI Platform to centralize customer service and automate task routing, which allows them to maintain high-quality support without increasing manual workload.