When your company is growing fast, internal support can quickly become a bottleneck — especially when your team is managing new tools, processes, and policies at scale.
That was the challenge facing BambooHR, an award-winning HR software provider serving 30,000+ businesses in over 190 countries.
As the company entered a period of hypergrowth — relocating their headquarters, onboarding new employees, and rolling out company-wide benefits — their lean support team was under immense pressure.
Kelby Crandall, Systems Administrator at BambooHR, shared how the company tackled this challenge: by turning to Moveworks.
Instead of hiring more staff, BambooHR transformed their support strategy to scale with the business by:
- Automating repetitive tasks
- Deflecting tickets at the source
- Empowering employees with 24/7 self-service support
Scaling global support without growing the team
For BambooHR, scaling wasn’t just about hiring. The company needed to deliver seamless support across time zones — including for employees working halfway across the world.
“We didn’t want to move to shift work or overnight support. We needed something that could handle our most common support needs around the clock — without adding more people.”
– Kelby Crandall, Systems Administrator, BambooHR
That’s where Moveworks came in.
Within weeks of implementation, BambooHR was delivering instant, AI-powered support that helped automatically resolve many common issues — from IT requests to benefit questions to documentation access — no matter where or when employees needed support.
Automating HR workflows to improve the employee experience
One of their impactful use cases? Automating BambooHR’s employee travel benefit.
Each year, the company offers employees $2,000 to fund personal vacations — a generous perk that created a huge administrative burden for HR.
“It used to be someone’s full-time job just to process those reimbursements. Moveworks is now handling those form submissions automatically — making the process easier for both employees and HR.”
Now, employees simply fill out a form, and Moveworks helps route it efficiently — cutting down on back-and-forth and saving valuable time for everyone involved.
And that’s just one example. BambooHR now uses Moveworks to:
- Answer common HR and benefits questions
- Automate form submissions and approvals
- Help employees find documentation instantly
- Free up HR staff for more strategic initiatives
Turning static documentation into instant answers
Like many growing companies, BambooHR had a wealth of internal documentation — covering policies, benefits, PTO, and more — but no easy way for employees to find what they needed.
“We had all this documentation, but no good way to surface it. Moveworks helped us organize it — and serve it up instantly.”
Now, Moveworks AI Assistant helps make that knowledge accessible through natural language — surfacing the right answers at the right time, directly in their messaging app and flow of work.
That means less tool-hopping, faster resolutions, fewer tickets — all of which help boost productivity and improve the employee experience.
How BambooHR deflected tickets from the start
The first big win came from integrating BambooHR’s knowledge base with Moveworks. Instead of waiting on IT or HR agents for routine help, employees could now get answers instantly — from onboarding questions to IT troubleshooting.
The results were immediate:
- Approximately 30% reduction in helpdesk tickets
- Many tier-one tasks were resolved autonomously within minutes
- IT staff could focus on bigger projects, not repetitive tasks
More time for people, less time on process
Since implementing Moveworks in 2024, BambooHR has reduced overall support tickets by 30% — freeing up the team to focus on what matters most: building a workplace where employees feel supported and empowered.
“Instead of getting bogged down in tier-1 requests, we could take on big-picture initiatives, like improving our in-office tech, building out new departmental workflows, and forming an IT business partner model.”
As other departments saw the impact, demand for Moveworks grew throughout the organization.
“Now I’m on a call every other week with a new department looking to roll out Moveworks.”
Custom automations across the company — built with Agent Studio
With early wins under their belt, BambooHR began rolling out Moveworks across more departments — supported by a new “Business Partner” model where each IT team member partners with a specific department to uncover automation opportunities.
Crandall, for example, partners with the Revenue department, helping design workflows that reduce friction and improve internal service delivery.
To build on that success, BambooHR is actively using Agent Studio — Moveworks’ low-code automation platform — to create custom workflows that integrate with tools like Jamf and NinjaOne. These automations help make it easier to:
- Instantly identify and troubleshoot employee devices
- Provision software
- Address hardware-specific issues without the usual back-and-forth
“It’s a game changer. Our helpdesk can now respond faster and more accurately — without all the back-and-forth that slows things down.”
How Moveworks fits into BambooHR’s long-term AI strategy
Moveworks is part of a broader internal AI strategy at BambooHR — one that also includes an internal AI team focused on product innovation, along with tools like Zoom AI.
“Moveworks fits really nicely with where we want to go with AI.”
While the company’s AI initiatives span multiple areas, Moveworks supports their goals on the internal operations side — helping reduce friction and improve the employee experience.
Crandall’s advice: Start wide, not small
Crandall offers a clear piece of advice to teams just starting out with automation:
“Start with IT if you need to, but don’t stop there. If I could do it again, I’d implement it across all departments from day one.”
By thinking bigger from the beginning, organizations can accelerate adoption, compound impact, and avoid having to “rediscover” new use cases down the road.
For BambooHR, Moveworks has become more than just a tool — it’s a strategic partner for scaling smarter, not harder.
“Energetic. Efficient. Reliable.”
That’s how Crandall describes Moveworks in three words.
“It’s reliable because it works 24/7. It’s energetic because our teams have embraced it. And it’s efficient because it’s taken a real load off our helpdesk.”
Ready to scale support without adding headcount?
BambooHR’s journey shows what’s possible with the right AI partner. With Moveworks, your team can automate support, reduce ticket volume, and scale across the enterprise — even without growing your team.
Discover how Moveworks can transform support at your organization.
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This posting does not necessarily represent Moveworks’ position, strategies or opinion.