Case Study: DocuSign streamlines IT support at scale with Moveworks

DocuSign delivers support with its signature style simplicity at scale

DocuSign, the leading e-signature and Agreement Cloud company, faced significant challenges scaling its IT support to keep pace with its rapid global expansion and employee growth. The existing legacy systems were slowing down the IT team, and they needed to implement automation that also adhered to their stringent security standards. This led them to partner with the vendor Moveworks to find an AI-powered solution.

The solution implemented was Moveworks' AI chatbot, which DocuSign named Hearo. Integrated into Slack, it allows employees to resolve IT issues through natural conversation. The bot autonomously handles 31% of all support issues, which is the equivalent work of eight full-time service desk agents. Moveworks has provided instant help to 89% of employees, securely handles over 200 account issues monthly, and delivers over 1,300 instant answers, leading to extremely high adoption and satisfaction rates.

DocuSign

Saran Mandair

Vice President of Global IT