Check out this case study featuring the team from AzkoNobel and learn how they’ve leveraged Copilot to support their broader digital transformation goals
“When we talk about our overall vision of painting a brighter and better future, the element of customer experience and sustainability comes in. Xara, our Moveworks Copilot, is helping us drive both — customer experience as reflected in our all-time high CSAT and sustainability as reflected in dynamic translations.” — Malabika Mukherjee, Architect for Automation & Touchless
“With more than 50 use cases live in production, I can say with confidence that agentic AI has arrived. With the Moveworks Copilot, the possibilities are limitless!” — Malabika Mukherjee, Architect for Automation & Touchless
Background 🖌️
AkzoNobel, founded in 1792 and headquartered in Amsterdam, is a global leader in paints and coatings, with a presence in 150 countries. The company has a rich history of innovation and a portfolio that includes brands like Dulux, International, Sikkens, and Interpon. Recognizing the potential of generative AI to enhance creativity and productivity, AkzoNobel embarked on a digital transformation journey to improve product experience, business processes, and overall work efficiency.
Challenges 🚧
AkzoNobel faced several challenges, including:
- Difficulty for employees to find the right information across disparate systems in their preferred language
- Risks associated with using the public version of ChatGPT, which could expose sensitive information and company data
Solution 💡
To address these challenges, AkzoNobel selected Moveworks for its agentic AI capabilities, security compliance, and scalability. They rolled out Xara, a Moveworks-powered bot, on Microsoft Teams to provide a central place for employees to access information and automate tasks. Xara integrates with various systems like ServiceNow, SharePoint, and Azure AD, and offers safe and secure access to ChatGPT.
Key Benefits 🌟
- Increased Productivity: Over 25,000 employees (72% of the workforce) actively use Moveworks for enterprise search, significantly improving productivity
- Enhanced Security: Moveworks ensures proper data usage and security, allowing safe access to ChatGPT without data retention risks
- Operational Efficiency: Xara automates tasks like password resets and ticketing, freeing up employees for higher-value tasks
- Employee Experience: The platform supports over 100 languages, enabling dynamic translations and reducing the need for content creation in multiple languages
Impact 📈
Since its launch, Xara has delivered impressive results:
- A 40-50% reduction in mean time to resolution (MTTR)
- An all-time high customer satisfaction (CSAT) score of 87%
- Over 25,000 active users with an 8-10% month-over-month growth rate
- Significant reduction in the carbon footprint due to dynamic translations
Conclusion 🏁
AkzoNobel's adoption of Moveworks has been a resounding success, driving transformation and simplifying the customer experience. The company aims to reach an 80% adoption rate by the end of FY 2025, continuing to leverage AI to paint a brighter and more sustainable future.
