Case Study: Freedom Financial achieves instant IT support with Moveworks

Freedom Financial Network delivers instant IT help with AI

Freedom Financial, a financial services company, faced the challenge of providing simple and fast IT support to its employees, particularly new hires in its large customer service operation. With a workforce of digital natives accustomed to intuitive tools, traditional enterprise portals and dashboards were a source of frustration and hindrance to productivity. This was further complicated by stringent security rules that prevented the use of personal mobile devices for support.

The vendor Moveworks implemented its AI platform, known internally as Alfred, which uses natural language understanding to provide a conversational chat interface for IT support within Slack. This solution automated common requests like password resets and software access, freeing up IT agents for more strategic work. The implementation was a success, with Moveworks achieving a 95% automation rate for password resets and significantly reducing the learning curve for new employees, accelerating their onboarding process.

Freedom Financial

Mark Tonnesen

Chief Information Officer