Medallia Finds Success and Satisfaction with Moveworks on Slack

Medallia

90%

employees more satisfied with IT because of Moveworks

We’re pioneering a new model for employee experience, powered by AI. Our partnership with Moveworks has enabled us to deliver a level of automation that many people don’t realize is possible. Ashwin Ballal, CIO, Medallia

Employee experience takes precedence at Medallia

Founded in 2001, Medallia is a global market leader that leverages AI to understand, measure, and improve corporate experiences—for both customers and employees. As a result, the company also prioritizes fast and frictionless end user journeys for its internal processes, including the IT support experience.

To provide rapid tech support to its workforce, Medallia’s IT team investigated machine learning and AI solutions, attempting to automatically resolve employees’ support issues in real time. This automated approach offered another benefit for a fast-growing company like Medallia: the ability to support more employees without additional IT resources. With this in mind, Medallia sought a partner who had a deep expertise in enterprise IT. That’s where Moveworks came in.

“We needed a more efficient way to resolve common IT issues and to answer questions for employees, so that we could free up our IT staff to work on more challenging problems,” said Jillian Middleton, Corporate IT Architecture & Engineering Team Lead at Medallia.

 

Medallia’s workforce self-services IT issues in seconds

In March 2018, Medallia deployed Jarvis—the company’s in-house name for the Moveworks platform—and never looked back. Immediately after implementation was complete, Medallia employees could interact with Jarvis directly on Slack to instantly self-service their tech issues, from unlocking accounts to resetting MFA tokens to accessing new software. Problems that once took several days to fix manually suddenly were resolved in just seconds—fundamentally transforming the employee experience.

“We didn’t do any training for Moveworks; our people figured it out,” said Middleton.” You talk to the bot, and it gets right to work for you.”

Challenges

  • Uplifting the employee support experience without increasing IT headcount
  • Freeing up the IT team to focus on digital transformation projects

Results

  • Dramatically boosted satisfaction with IT companywide
  • Automated IT issue resolution to buy back time for the IT team

Bot

Avatar_Medallia_Jarvis Jarvis

33%

of IT tickets resolved autonomously

95%

of Medallia employees helped by Moveworks

Avatar_Medallia_Jarvis
The Medallia AI agent, powered by Moveworks, provides our employees with a spectacular employee experience 24/7 and is our first form of global support for employees. Ashwin Ballal, CIO, Medallia

The future, already in progress

Medallia’s adoption of the Moveworks platform has yielded incredible benefits, and now the IT team plans to build upon Jarvis’ achievements. Medallia is planning to incorporate more third-party software knowledge bases into the platform so that the bot can answer even more user questions.

Beyond the IT team, other departments are creating FAQ banks that employees can access via Jarvis. Human resources is using Jarvis to help with onboarding, while procurement and engineering managers are using the platform to streamline their operations. In this way, Medallia has discovered the power and versatility of Moveworks’ technology.

“Innovation is at the core of my job as a CIO,” said Ballal. “With Moveworks, we’ve entered a new era. For the first time, we can apply machine learning to resolve entire categories of work and—at the same time—improve the quality of employees’ interactions with IT.”

Key Integrations

Slack

Chat

ServiceNow

ITSM

Okta

IDAM

Read the full case study