The 130+ year old company had a goal to transform and speed up employee support. Moveworks stepped up, delivering nearly instant help with AI.
Customer Story
Hearst needed fast support to stay on top. Moveworks delivered.
57%
of support issues resolved autonomously
Company overview
Hearst manages a uniquely diverse portfolio of information, services, and media including newspapers, television stations, and more.
Challenge
Supporting a global, always-on workforce across many acquired businesses with limited IT resources and fragmented systems, making it hard to deliver fast, consistent employee support.
Result
Simplified the support process for employees, enabling them to keep pace with increasingly rapid news cycles
57% of support issues resolved autonomously
Over 1,200 employee questions answered instantly per month
Approximately 4,000 knowledge base articles surfaced monthly.
Problem
Traditional support systems were buckling under a massive global workforce.
Founded in 1887, Hearst is one of the world’s most diversified media and information companies, operating across 40 countries. For David Kaczerski, Director of Global ServiceDesk, the challenge is delivering fast, reliable support to a global workforce despite limited resources and growing complexity.
“Newspapers and TV don’t sleep. We need to be able to support our people 365 days a year, 24 hours a day,” said Kaczerski.
Hearst’s long history of acquisitions created a massively complex support landscape. Each new business brought its own systems, tools, and processes — resulting in dozens of disconnected environments and repeated issues across the company. Support agents handled the same problems again and again, and employees struggled to navigate inconsistent experiences.
Hearst needed a scalable way to prevent common issues, reduce repetitive workload, and empower employees to self-serve, without increasing headcount or slowing down operations.
Solution
Unified support for Hearst employees, faster resolutions.
In June 2020, Hearst launched Moveworks AI Assistant able to resolve issues, unlock accounts, route tickets, and retrieve the right knowledge articles for employees directly in Slack and Microsoft Teams.
Rather than replacing existing tools, Moveworks unified Hearst’s fragmented environment by integrating with systems like ServiceNow, Okta, and SharePoint. Moveworks platform understood IT and enterprise support language out of the box, allowing employees to resolve common issues quickly without tickets or manual intervention, while intelligently routed more complex requests.
It provided personalized answers based on each employee’s location, role, and permissions. A London-based journalist sees U.K. printing guides; a New York-based editor receives U.S. benefits information. As adoption grew, IT, finance, and other teams were able to reclaim time for higher-value, strategic work.
It offered support across teams, including:
IT: Handling resets, routing, software access
HR: Policy answers, employee comms
Enablement: Personalized KB results and content optimization
This shifted support from a reactive model to one focused on prevention and self-service. Because Moveworks requires minimal ongoing maintenance, it scaled easily across Hearst’s diverse businesses and geographies
Result
Because Hearst operates across so many business units, each with unique needs and systems, the company required a flexible support platform capable of adapting to a wide variety of workflows. Moveworks delivered exactly that.
57% of support issues resolved autonomously
1,200 employee questions per month answered instantly
4,000 knowledge articles surfaced monthly
Email support disabled for one division due to success
3× increase in engagement during remote work
300 accounts unlocked per month
And in one division, the AI Assistant’s success enabled Hearst to eliminate email support entirely — a shift that once seemed impossible.
“Before the AI Assistant , a support agent could spend hours consolidating information from different systems. With our AI Assistant , employees get exactly what they need in half a minute.” —Andrew Leach, Continuous Service Improvement Manager, Hearst
Looking forward
Hearst has thrived for more than a century by adapting quickly to the world around it. With Moveworks as part of its AI foundation, the company is transforming internal support and the employee experience just as boldly as it innovates in the media industry.
“We wanted AI to take root in our organization, but we didn’t realize how fast it could happen. The AI Assistant blew us away right out of the gate.” —David Kaczerski, Director of Global ServiceDesk, Hearst