Case Study: Equinix boosts employee support and Teams adoption with Moveworks

Equinix Transforms Employee Support with Moveworks on Microsoft Teams

Equinix, the world’s largest interconnection and colocation platform, needed to support a rapidly growing, globally distributed workforce while keeping IT headcount flat and driving adoption of Microsoft Teams. The company wanted a true AI-powered self-service experience that would make support easier for employees than emailing the help desk, while centralizing collaboration and IT support in the chat platform they already used.

Equinix implemented Moveworks on Microsoft Teams, integrating it with ServiceNow and Microsoft Active Directory to power automated support through its “E-Bot.” The solution handled password resets, account unlocks, software requests, forms, ticket triage, and more, resolving 17% of IT tickets end to end and routing 82% of tickets with 96% accuracy. The impact included a 32% reduction in average ticket lifespan, automated work equivalent to 4.4 full-time IT agents, and Microsoft Teams adoption rising to more than 90%, while employee satisfaction with IT reached 96%.

Equinix

Greg Ogle

VP of Global IT Infrastructure