How GoTo Automated 80% of IT Support by Replacing BOLD360

Introduction

IT service desk managers are the unsung heroes of your organization. An IT Service Desk team is responsible for ensuring that the IT support services are provided promptly, that the correct level of service is provided, and that employee IT issues & requests are resolved as soon as possible.Given that, an average day can be anything but normal for an IT Service Desk Manager.  From making sure the service desk team is delivering support services to the employees on time to ensuring the team are adequately skilled and staffed, all way to managing escalations. It could be a busy day.

And more often, they also need to get on escalation calls with vendors and employees to resolve their queries during peak times, making it challenging to an already demanding role.  As you can imagine, it’s never a dull day.

As customers adopt new tech and new ways of doing things, employees do not want to be left behind. CIOs are acknowledging the changing needs of employees and business, and tasking IT Service Desk Managers to transform how business can support employees anywhere, anytime using modern approach built on foundation of self-service automation.

 Gabriel Grecco - Global IT Service Desk Manager at GoTo, and his team was in a similar situation; increasing calls and ticket volumes as employee size grew, improve employee experience, and modernize service desk model using creative use of emerging technology such chatbots and app workflows.

In this case study, we will discuss how GoTo is using Workativ chatbot platform to set up an automated process to auto-resolve their employees IT queries and requests.   

About GoTo

GoTo is a provider of  software as a service (SaaS) and  cloud-based  remote work tools for collaboration and  IT management products, built for small and midsized business IT departments but powerful enough for the enterprise.

It was founded in 2003 and rebranded from LogMeIn to GoTo on February 2022. They are in the city of Boston.

They are known for their products: GoTo connect, GoTo resolve, GoTo meetings, GoTo contact center, GoTo webinar, and GoTo training.

 Their products enable businesses to run IT operations more efficiently. 

The Challenge

Over the past few years, GoTo has grown so much and have over 3500+ employees in their company. They wanted to provide a best possible experience for their employees.:
 
GoTo has more than 50+ applications in their environment, like Adobe, VMware, SolarWinds ITSM, Office 365, SharePoint, NetSuite, Monday.com, Slack and other applications.  
 
The IT support team struggled to keep up with the growing number of requests from their global employees. The problem was that employees were left waiting for long hours when IT support agents were unavailable.  
 
The IT agents had to work on repetitive/similar requests from employees  which was time consuming and affecting the resolution time for other employees. 
 
They wanted to handle employees IT queries in a more efficient way.    

They  also created the knowledge base by adding  FAQ pages for more than 100 repetitive queries, but it was spread across multiple platforms such as SharePoint and SolarWinds.   
 
So, it was not helping them improve their response and resolution time. 
 
To achieve this, they had their own chatbot product called BOLD 360, which was recently acquired by Genesys, a call center software company. So, Gabriel set out to find something better!  
 
While having a conversation with Gabriel, he mentioned that the company wanted to improve their employees’ experience by providing them with 24/7 support. They wanted to automate as many repetitive tasks as possible so that their team could focus on high-value activities. 
 
  In a nutshell, they were looking for an efficient and cost-effective way to scale their IT support.

Solution

GoTo knew there was something better out there for them, so they reached out to Workativ for help (and 4 other chatbot vendors)  
 
GoTo needed an automated solution that would help them manage all the repetitive tasks like installing software, resetting passwords, unlocking accounts, and distributing lists, among other 50+ applications.  
 
Workativ wanted to improve this situation by making sure that chatbot available at any given time when an employee needs help with their IT-related issues.

We also wanted to make sure that the IT service desk team doesn’t receive repetitive questions from other employees who may be asking them repetitive questions —for example: “What was your password?” or “Can you unlock my account?”
 
 Workativ team worked with them to identify their problem and articulated their pain points into use cases that the chatbot could solve. Also did a POC  for 3-4 weeks by building a chatbot with few key usecase and connecting with their system to test the bot capabilities.

Key automation usecase for GoTo AI Agent include

Reset password

Manage distribution list

Unlock account

Search for information or help article from Knowledge Base

Install printer

Update user phone number

Update user phone number

Disable MFA

Create support tickets and get the ticket status updates

Create distribution list

The chatbot was  designed for users who are not tech-savvy or do not want to spend time on calls or emails when they have an issue. The chatbot can help employees to solve their problems instantly and easily without having to wait for hours. 

Results

They say numbers don’t lie. So we captured some key metrics that made the entire GoTo and Workativ team proud of what we have accomplished so far and excited about some of the new capabilities that has got GoTo excited in making Workativ their all-in-one support automation platform in using bots, to connecting knowledge AI, and much more.

Why GoTo Choose Workativ

After researching 5 different chatbot solutions, we
decided to go ahead with Workativ, for its’ easy
integration with systems that we use internally at GoTo.
Workativ platform’s advanced chatbot, app workflows,
and deep Slack integration, is a perfect fit for employee
support automation.,
 
All the feedback that we passed to the team, was directly
turned into new functionalities in a matter of days! And
we felt supported throughout the entire onboarding
process.,
 
The number of automation possibilities is immense! We
can empower our employees to self-service on tasks that
were currently handled by IT techs.

Gabriel Grecco

Global Manager - IT Service Desk