Medallia Finds Success and Satisfaction with Moveworks on Slack

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.”