When support tickets pile up, employees get frustrated, IT teams burn out, and productivity takes a hit.
That was the challenge facing Resideo, a global smart home solution that provides critical comfort, energy management, and safety and security solutions to over 150 million homes globally.
With a lean IT team and a growing stack of systems supporting over 14,000 employees across 20+ countries,, Resideo faced a high (and growing) volume routine support requests. Even basic tasks — like checking PTO policies or resetting passwords — typically required submitting a ticket and waiting in the queue.
The result: slower work, mounting frustration, and valuable IT resources tied up in repetitive tasks.
In a recent webinar, Patrick Girtz, Senior Director of IT at Resideo, joined Moveworks Customer Success Manager Sarah Chudawala to share how the company tackled these challenges head-on.
Within record time, Resideo was able to implement an AI-powered service desk that helped to dramatically reduce support ticket volume, free up IT resources, and gave employees a faster way to get help.
Here’s a recap of how they did it, what changed, and what other IT leaders can take away from their journey.
Discover how Resideo’s built an AI-powered service desk success – in record time
The challenge
Like many large enterprises, Resideo’s legacy IT support model couldn’t keep up with the demands of a fast-moving workforce.
Employees had to dig through intranets or submit tickets for routine issues like PTO policies or hardware questions. That friction translated to lower productivity and higher ticket volumes for the IT team.
Meanwhile, a lack of visibility into asset management made it harder to track procurement, ensure compliance, and stay in control of their systems.
To fix this, Resideo set out to solve three critical problems:
Reduce dependence on L1 support
Modernize procurement and lifecycle workflows
Enhance visibility across their tech stack
But to deliver results fast, they needed a solution that was quick to implement, scalable across the enterprise, and proven to work.
Considerations when choosing Moveworks
Resideo wasn’t interested in minor optimizations or greatly expanding headcount. They needed a fundamentally new model for IT support — one that was fast to implement, required not much heavy lifting, and worked within their existing systems.
Moveworks was able to help meet these criteria with an AI Assistant designed to transform the service desk experience. Their decision included these considerations:
- Proven capability: Moveworks had a track record of delivering AI-powered service desks that aligned with Resideo’s goal.
- Rapid deployment: The platform could be deployed in as little as just a few weeks — critical for Resideo’s timeline.
- Customer success: Resideo asked vendors for examples of fully digital service desks. Moveworks' success with large organizations facing similar IT support challenges helped build confidence.
- Collaborative approach: Moveworks offered hands-on support from scoping to rollout, collaborating with internal teams and implementation partners.
- Built for real-world complexity: The solution worked across Resideo’s ecosystem of tools and systems, without requiring a major overhaul.
With the right partner and a focused plan, Resideo was ready to build an AI-first support model — fast.
How Resideo built an AI-first support model
Resideo’s legacy model relied on manual triage, phone calls, and email queues — a setup that delayed help and tied up IT teams with repetitive work. Instead of optimizing the old way, Resideo decided to reimagine support by putting AI at the center.
By the end of 2023, Resideo had rolled out an AI assistant — nicknamed “Rick” — as the go-to for employee support. Need to reset a password? Find a policy? Request software? Just ask Rick.
The shift to AI didn’t just speed things up — it helped to change their approach to support. Now, support starts with self-service, and IT is able to better focus on strategic initiatives.
How Resideo managed their rapid launch
The implementation was fast, but not rushed. Here’s how Resideo made it happen:
1. Focused use cases
They began with high-volume, high-impact requests where employees expected instant help — like software access, policy lookups, and account support.
2. Change management
To drive awareness and adoption, Resideo used email campaigns, screen savers, videos, and signage to introduce the new AI Assistant and prepare employees for the change.
3. Cross-team alignment
Face-to-face planning sessions helped align stakeholders and address integration questions early, ensuring a unified rollout plan.
4. Resource prioritization
Executives cleared the way by dedicating key personnel to the rollout and temporarily pausing lower-priority initiatives.
5. Integration readiness
The team coordinated closely with Moveworks and implementation partners to connect systems and conduct pre-launch testing.
6. Command center support
To ensure a smooth launch, Resideo stood up a command center and support bridge line. But with just a few calls in the first week — all internal check-ins — employees were able to keep working smoothly.
The results
The impact was immediate, as Rick quickly became the go-to support channel for employees.
Many routine requests — like password resets and PTO questions — are now resolved without tickets. Approval workflows that once took extended periods of time can now happen in minutes, thanks to Rick’s integration with Microsoft Teams.
Now the IT team is more free to focus on higher-impact work, and what once felt like a drain on resources has become a streamlined, employee-friendly experience.
Lessons learned
Rolling out an AI-powered service desk in a short period of time taught Resideo a few things — lessons that still hold true for many IT teams tackling big changes. Here’s what helped to make the rollout a success:
- Executive support matters: Having leadership behind the project cleared the way for fast decision-making and resource allocation.
- Start with focus: Instead of trying to automate everything, the team prioritized a handful of high-impact use cases to launch with momentum.
- Dedicated teams win: A focused rollout team — not juggling other projects — helped keep timelines tight and execution clean.
- Communicate early and often: Regular updates, onboarding materials, and clear expectations helped employees feel confident using the new system.
- Ship, then refine: Rather than wait for perfection, the team launched quickly and made improvements based on real feedback and usage.
These principles helped Resideo deliver fast — and continue to guide how they evolve support today.
What’s next
Resideo’s support transformation didn’t stop with the initial launch. The team is now looking to expand Rick’s capabilities to tackle more complex IT workflows and support cross-functional use cases in departments like HR and procurement.
Looking forward, they plan to fine-tune the experience, improve accuracy, and explore new ways to bring instant help to more parts of the organization.
For Resideo, this wasn’t just a one-time deployment—it’s part of an ongoing shift in how they deliver support, driven by AI.
Watch the webinar: Discover how Resideo’s built an AI-powered service desk success – in record time
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