Meet Kelby Crandall. He’s a system administrator at BambooHR, where he’s spent nearly seven years helping the company scale through rapid growth, change, and innovation. BambooHR provides an award-winning HRIS platform for small to medium-sized businesses, and during a period of hypergrowth, the need for around-the-clock support became clear.
When describing the value of Moveworks, Kelby puts it simply:
“Energetic, efficient and reliable? I like those words just because reliable, we were looking for something 24/7. It's very energetic. The company really took part of it. And BambooHR is really taking a part of Novi or Moveworks and it's made it fun for people to be able to interact with Novi. Yeah. And those are the three words I would say.”
That reliability was critical when BambooHR faced a perfect storm: hypergrowth, a headquarters relocation, and a lean support team.
“Some of the problems we had at Bamboo, when we were first looking into Moveworks was, we were going through a hypergrowth phase. And we just couldn't keep up with hiring new support agents. Help desk agents and the amount of growth we were going through all at the same time as we were moving headquarters from one building to a different building in completely different cities and stuff. So there were a lot of moving pieces going into BambooHR at the time.”
“We looked into Moveworks years ago, and then we decided to pull the trigger during this time, because we were just understaffed and we couldn't support everyone. We had employees all across the US, in different countries and stuff like that. So, it really helped us give support to those employees when they needed it and allow us to do the things in-office and moving buildings and supporting the day to day stuff. But that was kind of the main driver for Moveworks.”
Since implementation, BambooHR has seen measurable outcomes—especially in team efficiency.
“Honestly, we haven't hired that many more helpdesk agents. It's showing our executives that it is working. You know, we don't have to have the same amount of manpower that we used to have to be able to do our job or be able to have the helpdesk do their job.”
“I've been at the company for seven years now almost. And before Moveworks, there's a lot of tedious manual stuff. Tier one ticketing that help desk agents would have to do. And since we implemented Moveworks the amount of time that's freed up for these people, for these helpdesk agents, to be able to do bigger picture projects and be able to support a company in a bigger picture way. But also it's, just help the team overall. I feel like when I first, when we first were looking at Moveworks, we were drowning in work. We couldn't keep up with the growth and we just couldn't hire enough. We can't hire enough agents to make it a light load. And Moveworks has definitely lightened the load. And we saw it decrease by 20, 30% tickets that get to the agents. That's probably the biggest things that we've seen Moveworks for us and the impact it's having in the company.”
While Moveworks started in IT, Kelby now sees even more potential across departments.
“We started out with just the IT department, which worked for us at the time because we were going through hypergrowth, going through location change and a lot going on. But if it was me to do it again in a different position, I would look at how we could implement this across the board—HR, support, revenue, whatever it is, you know, all your different departments. I would look at just how you can implement it, across the board.”
That’s exactly what BambooHR is doing now—with HR as the next major milestone.
“We're now implementing Moveworks with our HR department. So they will be getting Moveworks assistance with ticketing and things like that. There's a huge driver with that because we have a company benefit that pays all employees $2,000 a year to go on vacation. And so it's an amazing benefit, but it's a lot of work for an HR admin. Because they're constantly getting requests or submission requests from employees that are trying to get reimbursed for their vacation. And so, there's a huge rift that they had, and it was a person's job, like every day to just file all these reimbursement rates and go through all these things. And so, Moveworks is coming in and doing all the form submissions and just going to make this process so much easier, so much simpler for them.”
“I think the biggest use case was just the knowledge based stuff. Our product team just has so much. There's so many moving parts in our product team that it was just a place where we could put all this documentation and they could find it and serve it up really easily.”
Looking ahead, BambooHR continues to explore new integrations and opportunities for automation.
“Yeah, we are currently integrating our Jamf Pro into Creator Studio, and we use another MDM for Windows machines called Ninja One. And so we're trying to integrate those into Creator Studio. And then we want to do software development.”
“But a lot of times we get end users submitting a ticket, and it could be very specific to the type of machine they're on. And so we'll just help them easily identify it. And we don't always get that information right off the bat. So easily for the helpdesk agent to identify what type of machine that they're on at the time. And then, we want to be able to have our agents be able to look up computer assets for end users. So that way when they get a ticket or something, they know exactly what machine that end users are on and how they can better system very quickly.”
Kelby’s advice for others thinking about AI-powered support:
“The advice I would give is to probably just think of all the different ways that you could implement Moveworks into your business.”
“Our AI strategy is kind of in a few different spots. We have Moveworks that we implemented a year ago. We've had an internal AI team that's built out our own AI bot for our product, that's been going on about five years now. And so we're trying to get them to work hand in hand as well, which is a fun but challenging thing to do as well. And then we just use a lot of different AI parts, like Zoom AI and just different tools that offer AI in their product. But, yeah, Moveworks fits really nicely where, where we want to go with AI.”
