Moveworks helps Albemarle provide multilingual, 24/7 employee support, resolve requests faster, and gain insight into employee experience challenges across their global workforce.
Customer Story
Albemarle doubles productivity and halves support resolution times with Moveworks
80%
of support tickets resolved without IT back-and-forth
Company overview
Albemarle is a global chemical company headquartered in North Carolina, USA, with around 8,300 employees worldwide. As the world’s largest lithium manufacturer, Albemarle plays a critical role in producing rechargeable batteries for electric vehicles and grid-scale energy storage.
Challenge
Albemarle’s rapid global growth made it harder for support teams to keep pace. Leaders lacked real-time visibility into which issues were slowing employees down the most and struggled to provide consistent, multilingual support for employees across regions and time zones.
Result
With Moveworks, Albemarle enabled multilingual, self-service support and gained deeper insight into employee pain points. The company has been able to improve support efficiency, resolve issues faster, and identify disruptions affecting productivity across their digital workplace.
Problem: Struggling to support a rapidly growing global workforce
As Albemarle expanded across Asia, South America, North America, and Europe, providing timely, consistent support became increasingly complex. Employees needed help across different languages, regions, and time zones, but traditional support models struggled to keep up with this pace of growth.
Leadership recognized that improving employee experience required more than maintaining existing processes. They needed a way to help employees resolve issues quickly, understand what was slowing productivity, and support employees around the world at any time.
At the same time, Albemarle lacked the ability to clearly see which issues were causing the greatest disruption, making it difficult to prioritize improvements and address root causes efficiently. Traditional IT tools focused primarily on ticket metadata, limiting leaders’ ability to fully understand employee challenges across roles, regions, and workflows.
Solution: Supporting employees globally with Moveworks
In April 2021, Albemarle launched ALbot, their Moveworks AI assistant, within Microsoft Teams. Employees could simply ask for help in natural language, and ALbot would understand the request, determine the appropriate response, and take action across Albemarle’s systems.
This enabled employees to resolve issues, request software, unlock accounts, and access information quickly without waiting for manual assistance.
With employees located across multiple continents, Albemarle needed to provide consistent support across regions and time zones. Moveworks enabled employees to get help in their native language, without requiring localized service desks.
After seeing the impact within IT, Albemarle expanded ALbot’s capabilities into additional support areas, including HR. The assistant aggregates data across backend systems and delivers personalized responses based on employee role and location.
Result: Faster resolutions and improved productivity across the organization
Moveworks helped Albemarle transform how employees access support and resolve issues, improving productivity and enabling faster problem resolution.
Moveworks also helped Albemarle identify operational bottlenecks and prioritize improvements, allowing leaders to address disruptions more effectively and improve employee productivity.
We found it almost seamless to turn multilingual support on. It wasn’t a technical challenge. Through a lot of engineering in the background, Moveworks made it simple to deploy, adopt, and use.
Key outcomes include:
80%
of support tickets resolved without back-and-forth with IT
2X
faster resolution of the average support issue
49%
decrease in support ticket resolution time
24/7
language support for global employees
Looking forward
As Albemarle continues to grow globally, Moveworks helps the company support employees consistently across regions, languages, and departments. With better visibility into employee experience and faster support resolution, Albemarle is positioned to improve productivity and strengthen their digital workplace as they scale.
“This is a watershed moment for employee experience. For decades, work has been done in basically the same way. But now with Moveworks, AI gives us the opportunity to get ahead of problems, make changes practically overnight, and see impact as it happens.”
Alok Singh,
Alok Singh, Director of IT Automation and Collaboration