Case Study: Pepper Money achieves 98% employee satisfaction and 75% faster resolution with Atomicwork

Pepper Money cuts resolution times by 75% with Atomicwork

Pepper Money, a financial services company, faced significant challenges with its legacy ServiceNow IT service management platform. Their complex, manually-intensive processes led to slow resolution times, low employee satisfaction (ESAT), and a heavy reliance on inefficient email support, creating a major business productivity problem. To address this, they partnered with Atomicwork to implement its AI-first IT service management platform.

Atomicwork provided a conversational AI agent integrated into Microsoft Teams, which automated ticket routing and streamlined complex change management workflows. This solution delivered dramatic results for Pepper Money, including a 75% reduction in resolution times, a 21-point increase in ESAT to 98%, and the near-total elimination of email as a support channel. The implementation by Atomicwork also consolidated multiple solutions, reducing the total cost of ownership.

Pepper Money