Interested in strategies for driving efficiency and productivity in your organization?
Check out this case study from the team at Hearst which focuses on how they’ve leveraged integrations and automations with Moveworks to achieve a great user experience for employees and encouraged user behavioral change to promote their self-service efforts.
We would love to hear your thoughts on this story, so be sure to scroll to the bottom of this post for some discussion inspiration!
“The ROI of Moveworks is clear. We’ve saved hours and hours of time, decreased resolution times, improved productivity, and received considerable positive feedback from employees. With Herbie, we have a solution that removes bottlenecks” - Andrew Leach, Continuous Learning Improvement Manager
“We wanted AI-powered solutions to take root in our org, but we didn’t realize how fast it could happen. Herbie blew us away right out of the gate. We started with simple automation, improving self-service, but now we’re automatically provisioning software, sending targeted communications and freeing up hands to work on higher-level projects.” - David Kaczerski, Director of Hearst’s Global ServiceDesk
Background 🌍
Hearst, a global diversified information, services, and media company, has been at the forefront of the media industry since 1887. To maintain its competitive edge, Hearst needed to ensure efficient support for its employees across its vast portfolio of businesses in 40 countries.
Challenges ⛰️
Hearst's support environment was complex due to numerous acquisitions, leading to disconnected systems and repeated issues. The company needed a solution to support its global workforce 24/7, optimize IT and financial resources, and improve the user experience.
Solution 💡
In June 2020, Hearst implemented Moveworks' AI platform, deploying the bot Herbie. Herbie quickly resolved employee issues autonomously, integrated with various enterprise software, and required minimal ongoing maintenance. It also personalized support based on user data and location.
Key Benefits 🌟
- Efficiency: Herbie resolved 57% of support issues autonomously, saving tens of thousands of hours of productivity
- Employee Empowerment: Employees could use self-service to solve issues, allowing support teams to focus on more meaningful work
- Data Aggregation: Herbie consolidated information from different systems, providing quick and accurate support which extends beyond their original usage in IT
Conclusion 🚀
Hearst's adoption of Moveworks' AI platform has been transformative for their business. By leveraging AI, Hearst has streamlined its support processes, empowered employees, and maintained its competitive edge in the media industry. The success of Herbie underscores Hearst's commitment to innovation and adaptability in an ever-changing support and AI landscape.
Discussion 💬
- What are some of the key integrations or tools that have been essential in making your AI implementation successful? How do these compare to Hearst's use of Slack, Microsoft Teams, and other integrations?
- Can you share a success story where AI has significantly transformed a particular department or process within your organization, similar to Hearst's experience with their IT and Finance teams?
- Hearst's use of Moveworks' bot, Herbie, has significantly reduced the time spent on mundane tasks. How has AI impacted the allocation of your team's resources and their ability to focus on more meaningful work?
