Interested in strategies for scaling your support efforts and engaging with a diverse employee population?
Check out this case study from the team at Procore focused on how their bot, Bolt, helped streamline employee support, reduce service desk workload, and support an ever increasing digital-native employee population.
My team is always excited to increase Bolt’s impact, whether that means adding new capabilities to the bot or creating content behind the scenes. They see an opportunity to work on more challenging transformation projects and develop their own skills, with the bot handling the day-to-day issues automatically.” - Steve LeBoeuf, Head of IT End User Services
“Bolt comes in clutch. Employees know that they can get quick answers with Moveworks, which means I spend less time troubleshooting. The team is ready to send everyone to Bolt.” - Jenn Doblado, Service Desk Specialist
Background 🏗️
Founded in 2002, Procore has revolutionized the construction industry by creating a platform that unites all necessary personnel and information to ensure projects are completed safely, on time, and within budget. As a rapidly growing company, Procore prioritizes empowering employees with fast, accurate tech support to focus on high-impact work
Challenges 🚧
Procore faced several challenges:
- Supporting young, digital-native employees who expect immediate help.
- Reducing the service desk’s workload without increasing headcount.
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Managing a constant stream of requests from various channels like email, portals, and Slack.
Solution 🤖
Procore implemented Moveworks' AI chatbot, Bolt, in June 2020. Bolt, integrated with Slack, provides a single, simple place for employees to get help. It understands requests, determines the right response, and takes action across Procore’s digital infrastructure. Bolt intercepts requests, handles routine issues, and leverages existing IT resources to provide personalized support.
Key Benefits 🌟
- Instant Support: 81% of employees received instant, automated IT support.
- Efficiency: Freed up service desk agents to focus on higher-impact projects.
- Integration: Bolt integrates with tools like Slack, IAM, JIRA ITSM, and Gmail DL to streamline support.
- Resource Utilization: Bolt maximizes existing IT investments by surfacing relevant resources and automating routine tasks.
Impact 📈
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Employee Satisfaction: 98% of employees rated their experience with Bolt positively.
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Efficiency: Bolt handles common issues, allowing the IT team to concentrate on complex problems. It resolves issues automatically or creates tickets, ensuring nothing gets lost.
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Scalability: Bolt’s AI capabilities grow with usage, improving its understanding of Procore’s terminology and support needs
Conclusion 🚀
Moveworks' AI chatbot, Bolt, has transformed Procore’s support process by providing instant, automated support, freeing up IT resources, and enhancing employee satisfaction. The collaboration between agents and AI is seen as the future of support at Procore, enabling the company to focus on more challenging and transformative projects.
