Case Study: AppDynamics achieves white-glove IT support with Moveworks

AppDynamics powers Slack with AI to provide white-glove IT support

AppDynamics, an application performance monitoring company, faced the challenge of maintaining its high-touch, white-glove IT support model while experiencing rapid annual growth of 30%. Their goal was to keep IT headcount flat without sacrificing the quality of service new employees relied on to be productive from their first day. To address this, they partnered with vendor Moveworks to implement its AI-powered IT chatbot, AppDynoBot, within Slack.

The solution from Moveworks, AppDynoBot, provided employees with instant, natural language access to IT support for tasks like password resets, software requests, and ticket status checks. This allowed the helpdesk team to focus on more complex issues. As a result, Moveworks enabled AppDynoBot to autonomously resolve over 30% of all IT tickets. This achievement allowed AppDynamics to successfully decouple IT headcount growth from organizational growth, meeting its primary objective while maintaining its standard of white-glove service.

AppDynamics

Russ Harris

VP Operations