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ReSource Point of Sale nearly doubles support volume, cuts resolution time with ServiceNow CRM

  • ServiceNow announced that ReSource Point of Sale uses its AI Platform to scale customer support & free IT teams from routine ticket triage to focus on complex hardware issues.
  • The automation enables ReSource to handle nearly twice the support volume without doubling its staff, increasing monthly tickets from 5,000–6,000 to over 11,000.
  • ReSource deployed ServiceNow Technology Provider Service Management (TPSM) to unify workflows & integrates support directly into customer environments via Service Exchange.
  • AI-powered ticket triage & automated case summarization have reduced average resolution time from 8–10 hours to 3 hours while minimizing POS downtime.
  • ReSource is exploring voice AI to provide real-time phone support for small retail & franchise operations.
  • The company reports that unifying operations allows its team to prioritize high-impact issues rather than managing disconnected systems.