Case Study: loanDepot builds a better employee experience with Moveworks

How loanDepot is building the workplace of the future with Moveworks

loanDepot, a fintech company focused on delivering a customer-centric home lending experience, wanted to bring the same simplicity to internal IT support. As remote and hybrid work increased, its 30-person L1 service desk struggled to keep up with slow ticket resolution, long phone wait times, and the need to scale employee support without adding headcount. To modernize the employee experience, loanDepot turned to Moveworks and its AI-powered workplace assistant.

Moveworks helped loanDepot launch “Elle-Dee,” an AI chatbot integrated with Microsoft Teams, ServiceNow, and Azure AD to resolve routine IT issues, support onboarding, automate approvals, and send targeted employee communications. The results were immediate: Elle-Dee answered more than 1,000 questions in its first month and now resolves over 2,000 issues per month automatically, while helping employees get support in seconds. loanDepot also saw strong adoption, with more than half of employees actively engaging with bot-based communications and 90% of new hires saying the bot was helpful in their first week.

loanDepot

Donald Small

Director of IT Service Management