How Moveworks became the go-to solution for 60% of a leading logistics company’s workforce
A leading UK parcel delivery company improved user experience and efficiency with AI
The UK's largest dedicated parcel delivery company, handling over 700 million parcels annually.
Challenge
Overcoming reliance on traditional email and phone support channels
Result
Majority of employees uses Moveworks as the primary support channel, eliminating costly out-of-hours services
The Problem
Inefficient IT support impact’s leading logistics company’s operations
A leading UK parcel delivery company encountered significant challenges with its IT support system. Operational staff, particularly those relying on mobile devices, faced delays and inefficiencies due to the limitations of email and phone support. These traditional channels were costly, slow to respond, and often unavailable outside standard business hours.
The impact of these IT support inefficiencies was substantial. Delayed responses to IT issues disrupted delivery schedules, leading to longer delivery times and decreased customer satisfaction. The operational bottlenecks caused by slow IT support forced employees to spend more time troubleshooting technical problems and less time on their core responsibilities, affecting overall efficiency and performance.
Additionally, the reliance on email and phone support led to higher operational costs, as more resources were needed to handle support requests manually. This strain on the company's budget also limited its ability to invest in other critical areas for growth and innovation. The compounded effect of these inefficiencies threatened the company’s competitive edge in the fast-paced parcel delivery industry, highlighting the urgent need for a more responsive and efficient IT support solution.
The Solution
A swift transition to AI-driven IT support
To address ongoing IT challenges, a leading logistics company launched Moveworks AI Assistant in May 2023, with a clear focus on enhancing user experience and operational efficiency. The implementation strategy was bold and decisive: shortly after introducing the AI solution, the company phased out email support, followed by phone support. This rapid transition was supported by robust communication efforts, ensuring all employees understood and embraced the new system.
The Assistant was designed to address critical pain points in the company's IT support system. It provided 24/7 instant responses to IT issues, significantly reducing downtime and improving productivity. By leveraging AI, the assistant could autonomously handle repetitive tasks and common issues, freeing up IT staff to focus on more complex and strategic initiatives. Importantly, the assistant extended beyond Microsoft Teams, seamlessly integrating with the company’s ServiceNow instance via a web interface, enhancing accessibility and usability across platforms and ensuring consistent support capabilities throughout the organization.
Within a few months of deployment, the assistant's capabilities expanded beyond basic IT support. The company utilized the AI platform for strategic initiatives such as IT support triage, proactive communications for new hire onboarding, and multilingual support for more than 100 languages, including Hungarian and Chinese. This versatile use of the AI solution demonstrated its effectiveness in meeting the company’s complex operational needs. The transition not only streamlined IT support but also enhanced overall operational efficiency, leading to a more agile and responsive workforce.
The Result
Enhanced user experience and operational efficiency
Since the implementation of the Moveworks AI Assistant, the company has achieved a notable 60% adoption rate of the assistant as the primary channel for all IT issues. This shift has significantly streamlined their support processes, enabling employees to resolve issues more efficiently and with fewer delays.
By eliminating the costly out-of-hours service previously needed for traditional support channels, the company has freed up valuable resources. These resources are now being redirected towards further automation projects, enhancing overall operational efficiency and supporting future growth initiatives.
The rapid phase-out of email and phone support, combined with effective communication strategies, has driven high adoption rates of the Assistant throughout the organization. This success highlights the assistant's integral role in the company's IT support ecosystem, contributing to a more responsive and productive work environment.
Looking ahead, the company plans to extend the assistant’s impact beyond IT, integrating it with HR and finance systems to serve as a valuable tool for the entire organization. There are also plans to incorporate the assistant into approvals processes, facilitating the swift and accurate handling of high-value but time-consuming tasks. This capability will not only enhance operational agility but also support the company in maintaining a responsive and productive work environment.
Key integrations
