The cybersecurity leader uses Moveworks to resolve issues instantly across IT, HR, payroll, and policy — keeping nearly 15,000 employees productive anytime, anywhere.
Customer Story
How Palo Alto Networks delivers flexible work productivity at global scale with Moveworks
351K
hours of employee productivity saved by Moveworks
Company overview
Palo Alto Networks is a global cybersecurity leader serving over 85,000 customers across 150+ countries. As the company expanded to nearly 15,000 employees, it needed a scalable way to support IT, HR, and policy needs while enabling its industry-defining FLEXWORK model.
Challenge
A rapidly growing, hybrid workforce needed fast, reliable support without adding headcount. Employees required answers across IT, HR, payroll, and flexible work policy—all while working in different channels, time zones, and environments.
Result
Moveworks enabled instant, autonomous support across Slack, email, and ServiceNow. Sheldon — Moveworks AI Assistant—became the first line for IT, HR, and policy questions, resolving thousands of issues each month and empowering employees to stay productive from anywhere.
Problem
Palo Alto Networks is a global cybersecurity leader with a rapidly growing, distributed workforce. As the company scaled, so did employee demand for IT, HR, and policy support—creating pressure on teams that were already operating at capacity. That challenge intensified as work shifted to hybrid and remote models. Employees needed help at all hours, from anywhere in the world, and across an expanding set of tools and policies. But support was still fragmented across systems and channels, making it hard for employees to know where to go—and slow to get answers when they needed them most. At the same time, Palo Alto Networks was committed to delivering an exceptional employee experience without increasing help desk headcount. The company needed a new approach to employee support—one that could resolve issues instantly, scale effortlessly with growth, and meet employees where they already work.
Solution
In April 2020, Palo Alto Networks deployed Moveworks — known internally as Sheldon — to deliver conversational, autonomous support across channels. The AI Assistant understands natural language, resolves issues in seconds, and intercepts requests from Slack, email, IT channels, and the ServiceNow portal.
The AI Assistant began delivering value from the very beginning, with fast deployment and minimal lift from the internal team.
“Our deployment was extremely fast,” said Steve Januario, VP of Digital Employee Experience, “You can get an impact from Moveworks in under a month, if your team is aligned on the goal.”
The AI Assistant covers a wide range of use cases:
IT support
Password resets, account unlocks, software provisioning, troubleshooting
HR & payroll
Benefits questions, policy guidance, employment inquiries
Knowledge discovery
Surfacing articles and highlighting gaps that grew the KB from 10 to 250+
Channel support
Resolving more than 1,000 issues in the public IT Slack channel
Result
AI Assistant became an omnichannel support layer — appearing in Slack, email, and ServiceNow — with contextual responses based on user role, location, permissions, and conversation history. Employees no longer had to guess where to go for help. Departments across IT, HR, payroll, and benefits reduced manual work and focused on transformation.
With Moveworks, Palo Alto Networks scaled flexible work and automated thousands of support workflows:
351K
hours of productivity saved
4,000
issues solved per month across IT and HR
145K
interactions handled by the AI Assistant
90%+
of employees have used Moveworks
250+
knowledge articles surfaced (expanded from 10)
1,000
issues resolved directly in the IT Slack help channel
Looking forward
Palo Alto Networks continues expanding its use of Moveworks to support the full flexible work experience.
“It’s really the small moments that create your company culture… we’ve made those millions of small moments effortless.”
Elizabeth Wheeler
Director of Benefits & HR Connect, Consumers Energy
By delivering personalized responses at scale and meeting employees across channels, Moveworks enables teams to focus on strategic initiatives while ensuring millions of daily “micro-moments” of support happen instantly and effortlessly.