From MSP to AI: How a tech company’s IT team boosted employee satisfaction and productivity
Redefining support with AI
A leading web design company empowering businesses to build professional websites globally.
Challenge
Transitioning from a managed service provider to an in-house support model while improving service quality
Result
AI performs work equivalent to three full-time employees, allowing IT staff to focus on strategic initiatives and achieving an average 90+ NPS (Net Promoter Score)
The Problem
Inefficiencies in the traditional IT support model
the web design company has been revolutionizing web design with its no-code platform since 2013, but as time went on its rapid global expansion brought new challenges in IT support. As it grew, it faced several critical issues:
Transitioning from a managed service provider to an in-house support model while maintaining service quality.
Providing 24/7 global support without scaling support staff proportionately.
Reducing time spent on routine IT issues and enhancing the employee experience with faster, more efficient support.
To address these challenges, the web design company needed a dynamic and scalable support system capable of meeting the demands of a global workforce without inflating costs. The solution required streamlining operations and freeing IT teams from mundane tasks to boost overall productivity.
To succeed, the web design company required a support system as dynamic as its platform, capable of smoothly scaling without inflating costs. The answer came in the form of an AI-driven solution, which proved to be a transformative approach to IT support.
The Solution
Leveling up support with Moveworks
To address the challenges in their IT support system, the web design company launched Flowbot, an AI-powered Assistant, in September 2022. This solution was aimed at enhancing user experience and operational efficiency.
The AI Assistant was seamlessly integrated with the web design company’s existing platforms, including Atlassian Jira Service Desk, Okta, Slack, Gmail, and Confluence. This integration provided a centralized, user-friendly interface for employees to access support and information.
Key aspects of the solution included:
Seamless integration: The AI Assistant worked smoothly with major systems such as Okta and Google Workspace, fitting into the existing IT infrastructure.
24/7 assistance: The AI Assistant delivered round-the-clock support, addressing IT issues instantly and autonomously managing repetitive tasks.
Focused implementation: The deployment strategy was clear and targeted, focusing on specific use cases and leveraging insights from user interactions to continuously improve the AI Assistant’s functionality.
This move away from traditional support models to an AI-driven approach set the stage for significant improvements in IT support efficiency and user satisfaction.
Our users want more of AI Assistant. That really proves the success of what we've done thus far and speaks volumes to what we believe Moveworks is actually capable of moving forward.
The Result
IT support, transformed
The implementation of Moveworks AI Assistant brought substantial improvements to the web design company's IT support system and overall employee experience:
AI Assistant handled approximately 50% of IT issues, performing tasks equivalent to three full-time employees. This allowed the IT team to focus on more strategic initiatives and complex problems.
The AI Assistant achieved a remarkable 60% adoption rate among the workforce, with 90% of access requests managed by the AI Assistant, significantly streamlining support processes.
The company reached a consistent Net Promoter Score (NPS) of 90+, setting a new standard for IT support satisfaction and achieving a 100% satisfaction rate among new employees for enabling access to necessary tools within their first week.
By replacing traditional, costly out-of-hours support with AI, the company saved valuable resources and redirected them toward further automation projects and growth initiatives.
Looking ahead, the web design company plans to expand this AI-powered model beyond IT, setting new standards for support across all internal operations. Their innovative approach to global, remote workforce support is not just solving today's challenges — it's reshaping the future of work.
Key integrations
