ServiceNow , Super Intelligence Control Tower for business reinvention, today announced that Thrive, leading managed services provider to small and mid-sized businesses, is transforming customer support from reactive incident response to proactive, AI-driven resolution with ServiceNow AI Platform. By automating workflows, routing tasks intelligently, and deploying specialized AI agents, Thrive achieved 73% first-contact resolution rate.
Thrive supports thousands of SMB and mid-market customers across multiple industries, managing IT environments and providing specialized cybersecurity, AI, cloud, and managed services. As customer base grew, Thrive needed to scale support quality without proportionally increasing manual work and escalations. Traditional ticketing workflows were creating delays, handoffs between teams and customer engineering resources, and preventing Thrive from delivering responsiveness clients demand.
To grow managed services offerings and deliver better IT support with less manual effort, Thrive first built NextGen Platform on ServiceNow AI Platform using Technology Provider Service Management TPSM. TPSM is Service CRM for technology providers and includes Service Exchange for real-time customer collaboration. From there, Thrive deployed AI agents to power work autonomously so customers received faster service and Thrive service teams could focus on most critical cases.
Now, Thrive can centralize customer service, triage incidents at first contact, and provide engineers with complete visibility into customer environments – routing more than 315,000 tasks every six months using AI automation, saving 21,000 hours of manual work while improving every customer-facing business metric.
73% first-contact resolution rate centralizing customer service and technical support enabled triage and resolution at first contact, with comprehensive dashboards giving teams complete visibility into customer environments. 63% reduction in time-to-resolution AI-powered assignment and task intelligence automatically sort, route, and investigate incoming tickets, reducing connection time from six minutes to less than one minute. 99.2% customer satisfaction automated workflows handle routine requests like password resets, while generative AI case summaries enable engineers to jump straight to solutions, so customers get answers faster. 14,500+ engineer hours returned to customer-facing work ServiceNow AI generated over 92,000 automated assists 88,000 resolution notes alone, giving back estimated 14,500+ hours engineering capacity with 74% adoption across 1,000+ provisioned fulfillers.
Wanted technology partner that could scale with business. ServiceNow was perfect match. Decision paid off and now delivering more effective services, faster, to help customers grow. Aim to use automation as much as can to make engineers lives easier and bring better value to customers.
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's newly released Nextgen 3.0 platform also includes ServiceNow DEX Digital End-user Experience capabilities with TeamViewer remote connectivity technology. Together, two platforms give Thrive teams real-time visibility into device health and end-user experience, along with ability to remotely diagnose and resolve issues in moment.
About ServiceNow
ServiceNow is Super Intelligence Control Tower for business reinvention. Platform integrates with any model, any cloud, and any data source to orchestrate, govern, and secure work across agentic enterprise.
About Thrive
Thrive is NextGen 3.0 global technology outsourcing provider that empowers small and mid-market organizations to transform technology into strategic advantage. Offering breadth of services from AI and cybersecurity to cloud, compliance, and traditional MSP/MSSP solutions.
