Case Study: GoTo automates 80% of IT support with Workativ

How GoTo Automated 80% of IT Support by Replacing BOLD360

GoTo, a global SaaS company with over 4,000 employees, faced significant IT support challenges. As the company grew, its service desk was overwhelmed by high volumes of repetitive requests, leading to long employee wait times. Their existing knowledge base was fragmented across multiple platforms, and their previous chatbot solution, BOLD360, was not meeting their needs. They needed a modern, automated solution to handle these repetitive tasks efficiently and provide 24/7 support to improve the employee experience.

The company implemented Workativ's AI-powered chatbot and automation platform. The solution integrated deeply with over 50 of GoTo's applications and was deployed on Slack, allowing employees to instantly auto-resolve common IT issues like password resets and account unlocks without agent intervention. As a result, Workativ helped GoTo automate 80% of its IT support requests, dramatically reducing resolution times and freeing its IT team to focus on higher-value activities.

GoTo

Gabriel Grecco

Global Manager - IT Service Desk