AI saves one city over three thousand hours annually
How this mid-sized city used Moveworks to save time and money
A bustling mid-sized city in the West, with over 1500 municipal employees
Challenge
Inefficient handling of IT helpdesk tickets through manual, unscalable channels like phone and email, compounded by a lack of a robust knowledge base
Result
AI-powered IT support significantly reduced service desk workload, saving over 3000 hours annually and freeing up city employees from manual ticket management tasks.
The Problem
Outdated IT support channels hindered efficiency
Prior to the deployment of Moveworks, one city was facing significant challenges with its IT support operations. Help desk service tickets were primarily managed through traditional channels such as phone calls, emails, and an online portal. These methods proved to be inefficient and unscalable, especially for their hybrid workforce with fluctuating ticket volume
A minimal knowledge base compounded the issue, requiring common tasks like password resets and approvals to be handled manually. At one point, a single employee managed almost 20% percent of the total ticket volume.
This manual approach not only consumed valuable time but also limited the capacity of service desk agents to address more complex and strategic IT issues. Additionally, the city’s distributed hybrid workforce increased the complexity of managing IT service requests.
Recognizing the inefficiencies and limitations of their existing IT support infrastructure, the city’s leadership sought a solution that could modernize and streamline their IT helpdesk operations, enhance efficiency, and empower service desk employees to focus on higher-value tasks.
The Solution
Implementing AI to enhance service desk efficiency
To address these challenges, city leadership embarked on a strategic initiative to leverage advanced artificial intelligence (AI) capabilities. Their goal was to update their IT support operations and provide a more efficient and scalable solution for managing service desk requests.
After evaluating various options,the city selected Moveworks for its innovative AI-driven IT helpdesk solution. Moveworks offered pre-built integrations with existing systems like Microsoft Teams ensuring seamless deployment and integration into the city's IT infrastructure. This capability eliminated the need for extensive training, scripting, or building dialog flows, accelerating the implementation process.
Moveworks' AI Assistant was the cornerstone of the solution. Designed to understand and resolve IT issues autonomously, Moveworks AI Assistant was intuitive and embedded directly into applications already familiar to city employees. This approach minimized the learning curve and ensured widespread adoption across the organization.
The deployment of Moveworks took less than two months and involved collaboration across teams between the service desk application developers, communications, and senior leadership. The implementation team analyzed past ticket data to inform their AI Assistants’ capabilities, ensuring it could effectively handle the city's diverse IT service requests.
By harnessing AI to automate routine tasks such as password resets, software updates, and troubleshooting, Moveworks empowered the city’s service desk agents to focus on more complex and strategic IT issues. This transformation not only enhanced operational efficiency but also enabled significant cost savings and improved employee satisfaction across the organization.
The Result
Achieving fast deployment, significant operational efficiency gains with Moveworks
Following the implementation of Moveworks, the city achieved remarkable outcomes in terms of fast time to value and operational efficiency. The AI-driven IT help desk solution, powered by Moveworks' AI Assistant, is completely changing how the city manages its IT service operations.
Moveworks' automation capabilities significantly reduced the workload on the service desk team, achieved through the automation of over a thousand IT issues annually. Moreover, the introduction of Moveworks allowed the city to avoid additional costs associated with hiring and training new service desk personnel, further contributing to the city's financial efficiency.
Beyond financial savings, Moveworks improved operational efficiency by saving city employees more than 3000 collective hours annually. By automating routine tasks such as troubleshooting and software updates, Moveworks enables employees to focus on higher-value initiatives, thereby enhancing overall productivity and satisfaction.
Moveworks' implementation not only delivered tangible cost savings but also positioned this city for future growth and efficiency gains across its IT service operations.
Key integrations
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