How CANCOM Uses Agentic AI to Deflect 80% of Support Tickets
CANCOM, a leading EMEA digital solutions provider, built an AI-powered assistant using ServiceNow's Now Assist and generative AI to unify internal and customer-facing services. The CANCOM Assistant deflects 80% of support tickets across all departments and doubled adoption within a single year. The solution connects IT, HR, finance, supply chain, and sales onto one unified platform powered by agentic AI.
Impact
2x
Adoption growth of CANCOM Assistant
80%
Ticket deflection rate
1
Unified platforms
Challenge
CANCOM's operations were hampered by siloed data spread across ERP, CRM, and SharePoint systems with minimal integration, making it difficult to streamline workflows and deliver consistent experiences to employees and customers. The company needed a unified platform to consolidate its data, AI, and processes at scale.
Solution
CANCOM deployed the ServiceNow AI Platform and Technology Provider Service Management to unify its digital ecosystem, then built the CANCOM Assistant using Now Assist's generative AI capabilities — an LLM-powered tool that handles natural language queries across IT, HR, finance, supply chain, and sales for both employees and customers.
Tools & Technologies
What Leaders Say
“The benefit of the ServiceNow AI Platform is that it is scalable, and we have the newest technology right in our hands.”
“As CEO, I'm so happy that we have invested in AI, in terms of talent and technology. Because it's not only the use case that is mission critical—someone has to build the use case and transfer it to technology.”
“The ServiceNow AI Platform enables us to be more efficient and more productive. That gives us more time for other tasks, like working with the team on customer opportunities.”
“The CANCOM Assistant is much more than just predictive information—it's more like agentic AI. It learns by itself, evolves by itself, and gets access to all different data streams within our organization.”
“We deflect up to 80% of our tickets via the CANCOM Assistant through all our departments including IT, HR, finance, the supply chain—plus common questions about our portfolio for sales and services.”
“The CANCOM Assistant enables our customers to be more efficient and more productive, benefiting from shorter resolution times for all types of requests and tickets.”
“Using the agentic AI capabilities of the ServiceNow AI Platform, we can finally connect everything together. From the services we provide internally to the customer-facing products and offerings, everything is connected.”
“The AI agent has to run on an efficient and secure infrastructure. And that's a major point where we, as a system integrator, as a service provider, can deliver great services and great customer experience.”
“The great thing about ServiceNow is that it moves from just a product play to a platform play. We envision having AI in each corner of our business, end-to-end. And it's so powerful to extend this to our customers—and theirs.”
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Full Story
Founded in 1992 in a university dorm room as a hardware reseller, CANCOM has grown into one of EMEA's foremost digital solutions providers, employing 5,600 people across roughly 80 locations in the DACH region and central Europe. The Munich-headquartered company serves multiple industries and has built its reputation on a "customer-zero" philosophy — adopting and refining new technologies internally before rolling them out to clients. This approach has made CANCOM a trusted partner for digital transformation, and it has been a ServiceNow customer since 2018.
As CANCOM scaled, its internal operations became increasingly fragmented. Data was siloed across disparate systems — including ERP, CRM, and SharePoint — with little integration between them. This made it difficult to streamline workflows, surface relevant information quickly, or deliver consistent experiences to employees and customers alike. The company needed a unified platform that could bring together its data, AI capabilities, and business processes under one roof.
To address this, CANCOM deployed the ServiceNow AI Platform alongside Technology Provider Service Management, creating a single experience layer that connects employees, customers, and key enterprise systems. Building on ServiceNow's Now Assist generative AI capabilities, CANCOM developed the CANCOM Assistant — an intelligent, LLM-powered tool that interprets natural language queries, draws on multiple data sources including the ServiceNow knowledge base and SharePoint, and delivers fast, accurate responses. Initially launched with an HR focus, the assistant quickly expanded organically to cover IT, finance, supply chain, and sales, with adoption doubling in under a year.
The results have been transformative. The CANCOM Assistant now deflects up to 80% of support tickets across all departments, dramatically reducing resolution times and freeing employees to focus on higher-value work. The solution has evolved beyond a simple chatbot into what the team describes as true agentic AI — capable of learning, self-improving, and accessing multiple data streams autonomously. Accessible via the ServiceNow portal and integrated with tools like Microsoft Teams and Slack, the assistant is now offered not only to CANCOM's own workforce but also to its customers and their end users, extending the value of the platform across the entire ecosystem.
Looking ahead, CANCOM is executing a phased expansion of its AI-powered services. Phase one includes Asset Management for hardware and software and a Workplace-as-a-Service offering. Phase two will extend into security, cloud, and network solutions. With ServiceNow at the center of its strategy, CANCOM is positioning agentic AI as the connective tissue linking every corner of its business — from internal operations to customer-facing products and beyond.