Thrive scales customer experience with ServiceNow AI, achieving 73% first-contact resolution
Business Wire•22/10/2026•09:00 ET
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Key Highlights
- ➤Thrive achieved 73% first-contact resolution using ServiceNow AI.
- ➤Thrive routed 315,000+ tasks every six months through AI automation.
- ➤AI reduced time-to-resolution by 63%, cutting connection time below one minute.
- ➤Thrive achieved 99.2% customer satisfaction with automated workflows and AI summaries.
- ➤ServiceNow TPSM powers Thrive’s NextGen Platform and newly released Nextgen 3.0.
Expert Statements
Scott Steele, Chief Operating Officer of Thrive
“We wanted a technology partner that could scale with our business. ServiceNow was a perfect match. Our decision paid off and we're now delivering more effective services, faster, to help customers grow. We aim to use automation as much as we can to make our engineers' lives easier and bring better value to our customers.”
Romit Ghose, Vice President and General Manager of Technology, Media, and Telcom Industry products at ServiceNow
“Customers demand support that responds and resolves at machine speed, without waiting for escalations. Thrive just proved you can deliver that at scale using ServiceNow TPSM. Better service with 14,500+ engineer hours returned. Now they can proactively solve problems before customers even know they exist.”
Thrive scales customer experience with ServiceNow AI, achieving 73% first-contact resolution
The MSP deployed ServiceNow Technology Provider Service Management and AI agents to transform customer service
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