"Salesforce CEO Mark Benioff crowed to investors on Wednesday that the company's Agentforce IT Service, which debuted in October, was already winning customers and saving them money. He singled out PenFed, one of the nation's largest credit unions, as one of the early users and claimed PenFed is projecting a 30 percent cut in operating costs, and $2 million in savings."
"'We never really went after this before,' Benioff said during the company's Q3 FY2026 earnings call this week. 'And then all of a sudden, we realized we have the top service product in the world, and then we've got the top field service product in the world, and customers want this kind of trinity from us that includes IT service.'"
Salesforce introduced Agentforce, an AI agent-powered IT service that debuted in October and is already attracting early customers. PenFed, a large US credit union, projects a 30 percent reduction in operating costs and $2 million in savings after adopting the product. CEO Mark Benioff framed Agentforce as part of a combined offering with existing service and field service products to deliver a customer-preferred 'trinity' including IT service. ServiceNow remains the market-share leader and the sole Leader in Gartner's AI Applications in IT Service Management report. Analysts view Salesforce's move as a credible competitive threat as the company seeks horizontal growth amid slowing SaaS expansion.
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