On April 22, 2026, ServiceNow Inc. (NYSE: NOW) announced a significant partnership with TridentCare, the largest provider of portable medical diagnostic services in the United States. By integrating ServiceNow's AI-powered Customer Relationship Management (CRM) platform, TridentCare is set to revolutionize its operational processes, reducing manual coordination and enhancing patient care across 46 states.

TridentCare's operations involve dispatching hundreds of vehicles daily to deliver essential medical services such as X-rays, ultrasounds, and lab tests to various patient-care settings, including nursing homes and rehabilitation centers. Given the scale of their operations — with over 5.4 million annual visits — the need for an efficient and automated scheduling system became clear.

2. Achieving Unprecedented Efficiency

ServiceNow's AI platform aims to streamline TridentCare's end-to-end operations, enabling a drastic reduction in manual scheduling efforts. Historically, a significant portion of TridentCare’s scheduling involved manual overrides, but with the implementation of ServiceNow, this has been reduced to a mere 4.3%. The automation of scheduling processes means dispatchers are now only required to intervene for exceptional cases, resulting in substantial labor savings.

"As a result of this transformation, we are saving tens of thousands of manual touches each month," stated Kyle Seiter, Chief Information Officer at TridentCare. He emphasized that the shift not only enhances operational efficiency but also allows the organization to prioritize patient care more effectively.

3. Key Outcomes of the Partnership

ServiceNow's collaboration with TridentCare has already yielded impressive results, including:

Lead-to-Cash Transformation: By integrating Sales CRM with field performance data, TridentCare can now accurately assess service levels and adapt to shifting demand patterns.

Significant Scheduling Automation: The transition to automated scheduling has reduced manual scheduling efforts from 50% to just 4.3%. This remarkable achievement allows dispatchers to focus on critical decision-making rather than routine scheduling tasks.

Reduction in Patient Wait Times: TridentCare has experienced a 57% decrease in patient wait times beyond service-level agreement (SLA) windows. The AI platform proactively re-prioritizes technician assignments when service commitments are at risk.

Immediate Efficiency Gains: In the first market to adopt the new system, TridentCare recorded a 30% improvement in efficiency on day one, establishing it as the best-performing market within three months.

4. ServiceNow's Commitment to AI-Powered Solutions

Paul Fipps, President of Global Customer Operations at ServiceNow, highlighted the importance of AI in navigating the complexities of healthcare service delivery. "In environments where a missed order can have dire consequences, every order must reach the right technician efficiently," he noted. The integration of AI agents allows for proactive management of service commitments, ensuring that patient care remains uninterrupted.

ServiceNow's AI platform is designed to unify various operational facets, including Field Service Management, Sales CRM, and IT Service Management, providing a comprehensive solution for organizations like TridentCare.

5. Conclusion

The collaboration between ServiceNow and TridentCare marks a significant milestone in the application of AI technology in the healthcare sector. By enhancing operational efficiency and prioritizing patient care, this partnership is set to redefine how medical diagnostic services are delivered, ensuring that more patients receive the timely care they need. As the use of AI continues to expand across industries, ServiceNow remains at the forefront, demonstrating the transformative potential of technology in driving business reinvention.

Original press release