Case Study: Medallia improves employee IT support with Moveworks

Medallia Finds Success And Satisfaction With Moveworks On Slack

Medallia, a customer experience management cloud company, needed a better way to provide fast, 24/7 IT support for its global workforce without adding more staff. Employees were asking the same questions repeatedly, especially during onboarding, and the IT team wanted a more efficient, low-friction experience. Medallia chose Moveworks and its AI-powered platform, Jarvis, to help automate common IT requests and improve employee support in Slack and on mobile.

With Moveworks, Medallia implemented automated capabilities for password resets, account unlocks, MFA token resets, application access, onboarding, ticket submission, and more. The solution resolved about 33% of IT tickets autonomously, cut average resolution time by 34%, and earned 9/10 overall satisfaction. Medallia also reported that 90% of surveyed employees said Moveworks positively impacted their relationship with IT, and up to 95% benefited from autonomously resolved or accelerated tickets.

Medallia

Jillian Middleton

Corporate IT Architecture & Engineering Team Lead