MANTECH scaled secure, 24/7 IT and HR support while cutting Tier 1 costs in half using Moveworks AI-powered assistant.
Customer Story
How MANTECH Is Cutting Tier 1 Costs by 50% with AI
50 %
Reduced Tier 1 IT workload
Result
- 50% reduction in IT Tier 1 full-time equivalents (FTEs) to date
- 52% projected IT & HR Tier 1 cost reduction by 2027
- 64% reduction in login issues; 94% drop in RSA token-related requests
- 68% reduction in call center volume
- 93% customer satisfaction (CSAT) rating
- 70%+ adoption rate in year one
- 125K+ employee conversations in year one
The opportunity
Rapid growth in 2024 spurred demand on IT and HR support teams, who needed to help employees across secure facilities, client sites and remote settings. To keep pace with this expansion while upholding strict government security standards, MANTECH set out to leverage and deploy AI to advance and grow their systems at speed across the enterprise, leading the company to:
Transform Tier 1 support and knowledge delivery with proactive, intelligent engagement.
Support a larger demand on IT and HR support teams to help employees across secure facilities, client sites and remote settings.
Enable operations in some of the most complex environments in the world, since MANTECH is a leading provider of technical services, digital solutions and operationalized data to U.S. federal agencies.
MANTECH is committed to finding ways to turn these challenges into opportunities to make the future happen now in real time. MANTECH’s innovation culture maps to rapid deployment of Data and AI for Defense, Intelligence Community and Federal Civilian agency clients. Their “Proven Here First” approach demonstrates this commitment to AI for the company and the government clients they support. MANTECH applies and tests emerging technologies internally before recommending and deploying them externally.
This forward-looking approach drove MANTECH’s implementation of AI-driven support for all our employees - speeding operational success across the board for industry-leading performance and cost efficiency
The right partner
Moveworks was chosen for its platform-agnostic design, advanced issue resolution, and alignment with MANTECH’s vision of ALWAYS ADVANCING.
In July 2024, MANTECH launched Ask MANTECH, an AI-powered Assistant built on Moveworks, to automate Tier 1 support.
Ask MANTECH drove a transformative strategy, reimagining how employees are supported. The rollout began with IT & Human Resources, then rose to span functions such as Compliance and Program Management.
Key aspects of the solution:
Key aspects of the solution:
Expanded knowledge access
Connects employees with more than 600 policies and documents via File Search and integrations with Google Drive and HR systems.
Seamless integration
Works across Slack, Google Chat, and other platforms while meeting strict cybersecurity requirements.
Streamlined onboarding
New hires quickly get answers to FAQs and policies.
Always-on assistance
Provides global employees with 24/7 support.
Smarter operations
Automates recurring Tier 1 requests like software provisioning and login issues.
30+ custom agents developed
Created using Agent Studio for critical systems like Workday and Salesforce, automating routine processes and improving efficiency.
The result
The impact was immediate and measurable:
50%
reduction in IT Tier 1 full-time equivalents (FTEs) to date
52%
projected IT & HR Tier 1 cost reduction by 2027
64%
reduction in login issues; 94% drop in RSA token-related requests
68%
reduction in call center volume
93%
customer satisfaction (CSAT) rating
70%+
adoption rate in year one
These results demonstrate how MANTECH operationalized AI-driven support while maintaining the highest levels of federal compliance and security.
Looking forward
Ask MANTECH has shifted Tier 1 support to proactive engagement, setting a new standard for intelligent knowledge delivery. Next, the company plans to extend automation into Tier 2 with tools like Agent Studio, Ticket Interceptor, Enterprise Search, and Agent2Agent to streamline complex issues, consolidate knowledge, and enhance collaboration securely at scale.