Story
Servicenow
Pure StorageServiceNow AI Platform Enables Pure Storage to Achieve 82 NPS and 7x Faster Case Resolution
Pure Storage, a data storage leader serving 60% of Fortune 500 companies, modernized its customer experience platform by implementing ServiceNow's AI-powered Customer Service Management to eliminate legacy systems and accelerate issue resolution.
Value results
| Category | Value result |
|---|---|
| Cost | Elimination of 13 legacy software platforms reducing complexity and operational costs |
| Speed | 7x faster resolution time for customer cases |
| Speed | 4.5x faster first response times to customer queries |
| Experience | 82 Net Promoter Score, top 1% in the technology industry |
| Experience | 72% of issues identified and addressed proactively before customers detect problems |
Pure Storage, a global data storage leader serving 60% of Fortune 500 companies and 40% of U.S. Federal Agencies, built its reputation on customer obsession and operational simplification. However, the company's CRM solution had become overly complex over the years, with 13 disconnected software platforms creating silos between sales, service, and support teams. To maintain its customer-obsessed culture and continue simplifying the customer experience, Pure Storage needed a unified platform that could consolidate these systems while enabling faster, more intelligent support and visibility into customer environments.
Pure Storage migrated its entire CRM to ServiceNow with Customer Service Management, running the complete customer journey through the ServiceNow AI Platform. The implementation eliminated 13 legacy software platforms overnight, consolidating workflow management, call routing, case management, and knowledge base operations into a single system. Advanced Work Assignment routes cases to the right engineers for rapid resolution, while Service Bridge ensures seamless AI-powered support across email, phone, and web channels. This unified approach enables Pure Storage to learn customer environments and identify potential pitfalls proactively rather than reactively.
The results have been transformative. Pure Storage now delivers 4.5x faster first response times and 7x faster case resolution times, while proactively identifying and raising 72% of support cases before customers notice issues. The company's Net Promoter Score stands at 82—a top 1% performance in the B2B technology sector—demonstrating the direct impact of AI-powered support on customer satisfaction. Beyond customer support, Pure Storage is streamlining sales operations with Sales and Order Management combined with advanced CPQ capabilities, replacing complex manual processes with simplified quote generation that any team member can execute, advancing its mission to simplify customer interactions from quote to cash.
