Case Study: loanDepot achieves 5-minute IT approvals with Moveworks

loanDepot cuts IT approvals to under 5 minutes with Moveworks

loanDepot, a major U.S. mortgage lender, faced significant IT support challenges. Their small Level 1 team was overwhelmed by high-volume requests, causing approvals for software access and account unlocks to take hours or even days. This left employees blocked and unable to work, a problem that intensified with the shift to remote work. To build a more resilient "workplace of the future," they turned to Moveworks for a solution using its agentic AI platform.

Moveworks implemented an AI assistant named Elle-Dee, which integrated directly into Microsoft Teams. This solution allowed employees to request help using natural language, and it automated approvals and issue resolution. As a result, loanDepot's IT approval process was reduced to under five minutes. The Moveworks AI assistant also automatically resolves 2,000 issues monthly, answered 1,000 questions in its first month, and received a 90% helpfulness rating from new employees, freeing IT to focus on strategic work.

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