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ServiceNow steps into the CRM arena—and brings AI muscle to the fight. Their new platform handles 37% of customer support cases without human touch, while legacy players still make customers repeat themselves endlessly. The $1.4 billion question: Is this the death knell for traditional CRM?
ServiceNow unveiled a new AI-powered CRM platform at its Knowledge 2025 event in Las Vegas. The platform combines sales, fulfillment, and service in one system - a direct challenge to traditional CRM providers.
The numbers speak for themselves. ServiceNow's CRM business reached $1.4 billion in annual contract value, growing 30% from last year. Companies are voting with their wallets, moving away from disconnected systems that force customers to repeat themselves endlessly.
Their new AI agents do more than chat. They manage entire customer support workflows without human help. At ServiceNow, these digital workers already handle 37% of support cases. The system connects departments that used to operate in isolation, giving every employee full visibility into customer issues.
Pure Storage adopted the platform early. "Traditional CRMs can't keep up with customer demands," says Paolo Juvara, their chief digital transformation officer. Their experience shows how AI can boost customer loyalty while cutting costs.
Farm Credit Mid-America uses the platform to serve rural communities. "ServiceNow helps bring our vision for agricultural technology to life," says Tiffany Smith, their chief security officer. The AI tools help staff resolve issues faster and deliver consistent service.
At ProAssurance, the impact is clear. "AI isn't just a buzzword for us - it's a game-changer," says Max Malloy, VP of digital experience. Their insurance customer portal now categorizes and solves problems automatically.
ServiceNow keeps expanding. They bought Logik.ai in April to add AI-powered sales configuration. The Whole Group, a ServiceNow partner, reports their customers cut business transformation costs by 40%.
John Ball, ServiceNow's EVP, explains their goal: "We're enabling customers to run end-to-end sales and service on one AI-powered platform." The company's recent Yokohama release added self-service portals and specialized AI agents for CRM.
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