Case Study: Luminis Health improves frontline support and cuts call volume with Moveworks

How Luminis Health supports frontline workers and saves time while doing it

Luminis Health, a not-for-profit health system serving central Maryland, needed a better way to support more than 9,000 staff members across two hospitals and 80 outpatient clinics while operating on a tight healthcare budget. As IT Director Andre Green looked for a way to speed up frontline support without adding strain to his team, the organization turned to Moveworks and its AI-powered support bot, Lumi, on Microsoft Teams.

With Moveworks, Luminis Health automated common IT tasks like password resets, account unlocks, software access, and answers to routine questions, while also sending proactive reminders and surfacing knowledge-base content. The impact was immediate: AI now resolves over 3,000 issues per month in seconds, routine IT work saves about 2,000 hours per month, call volume dropped 25% within weeks, and average call wait time fell to 15 seconds from more than two minutes.

Luminis Health

Andre Green

IT Director