Moveworks brought fast AI transformation to Nutanix, managing employee support in seconds directly within Slack, improving productivity, reducing delays, and delivering always-on support across the organization.
Customer Story
Nutanix launches AI transformation in >7 weeks
>7wks
to implement its AI strategy
Company overview
Founded in 2009, Nutanix is a leader in cloud software and hyperconverged infrastructure, helping organizations run applications across public, private, and edge environments. Since its IPO in 2016, Nutanix has grown rapidly to more than 6,000 employees worldwide.
Challenge
Employees often waited hours or days for IT support. Simple application access requests could sit in queues for hours and take more than five days to fully resolve, preventing employees from accessing the tools they needed to do their work.
Result
With Moveworks, employees can now resolve common issues in seconds directly within Slack. More than half of IT support requests are resolved autonomously, improving productivity and employee satisfaction.
Problem: Support delays prevented employees from working efficiently
As Nutanix scaled globally, employees relied on dozens of applications to do their work. But getting access to those tools or resolving technical issues often required submitting tickets and waiting for manual resolution.
Simple application access requests could sit in help desk queues for seven hours before being reviewed. Even after review, employees often waited more than five days for approvals, provisioning, and resolution. These delays prevented employees from accessing critical tools and slowed their ability to do their jobs.
When Wendy Pfeiffer joined Nutanix as CIO, she focused on improving employee experience and ensuring IT could scale efficiently to support the company’s continued growth.
Pfeiffer and her team recognized the need for a faster, more accessible way to deliver support, one that could help resolve issues quickly without requiring employees to navigate complex systems or workflows.
Solution: Giving employees instant, conversational support in Slack
To improve support accessibility and efficiency, Pfeiffer and her team implemented the Moveworks AI platform, delivering instant IT support directly within Slack, the collaboration platform their employees already use every day.
Employees can simply ask for help in natural language, and Moveworks is able to understand the request and take action. The platform can provision application access through Okta, retrieve answers from knowledge systems, manage approval workflows, and resolve common issues autonomously. This allows employees to get what they need faster, without navigating portals, submitting tickets, or waiting for manual resolution.
Moveworks analyzed Nutanix’s historical support data to identify opportunities to automate high-impact issues and enable a smooth rollout. By connecting backend systems and automating support workflows, Moveworks helps ensure employees can access tools, resolve issues, and continue their work without disruption.
Because Moveworks operates directly within Slack, employees can get support without leaving their workflow or switching between systems. This makes getting help feel faster, easier, and more intuitive.
Moveworks was deployed in less than seven weeks, and within two weeks of launch, the Moveworks Assistant became the most popular Slack integration at Nutanix, demonstrating rapid adoption and immediate value across the organization.
Result: Faster resolutions, higher productivity, and improved employee experience
Moveworks helped transform how Nutanix employees access support by significantly reducing delays and resolving common issues instantly. Employees can now get help in seconds, allowing them to stay productive and focus on their work.
By resolving issues autonomously, Moveworks also reduced manual workload for IT teams, allowing them to focus on higher-value work instead of repetitive support tasks.
Key outcomes include:
7
weeks to enterprise AI deployment
54%
of IT support issues resolved autonomously for faster resolution of employee issues
30K
IT issues resolved autonomously and counting
90%
employee satisfaction with IT support
Looking forward
With Moveworks autonomously resolving more than half of IT support issues, Nutanix is continuing to expand its use of AI to improve employee support across the enterprise. Pfeiffer shares “Moveworks is a rare breed of technology that immediately provides value back that we can invest in other areas of IT.”
By providing instant, conversational assistance directly within Slack, Moveworks helps ensure employees can get help quickly, reduce delays, stay focused on meaningful work, without being slowed down by support delays.