5,000 employees · 50+ applications · deployed in Slack · IT and HR
The Challenge
GoTo's service desk couldn't scale to 5,000 employees across a 50+ application environment. After five vendor evaluations, Gabriel Grecco chose Workativ.
Employees waited hours for IT responses outside business hours
Password resets, account unlocks, access handled manually on repeat
SharePoint and SolarWinds no unified search layer across either
50+ applications in environment with zero unified workflow coverage
GoTo ran a 3–4 week proof of concept before deploying Orion, their Workativ AI agent, across four internal support teams. Employees get help in Slack and through a SharePoint web widget, with live agent handover when human support is needed.
Employees raise IT tickets, check status, and add context directly in Slack — without opening the GoTo Resolve portal.
Employees request software, licences, and app access through Workativ. Approvals route automatically and access is provisioned on confirmation.
Password resets, account unlocks, MFA guidance, SailPoint requests, and security-group access — resolved without an IT agent involved.
Employees resolve VPN setup, access issues, and common connectivity problems in Slack. Unresolved cases escalate to IT with full context.
Workativ guides employees through laptop issues, printer setup, equipment requests, and basic endpoint troubleshooting before IT is needed.
New employees are guided through equipment requests, account setup, and software access in one Slack conversation — no IT ticket required.
"Our AI Bot Orion has become a critical enabler of employee self-service. The quality of responses is fast, comprehensive, and highly reliable, allowing employees to find accurate answers without needing to escalate to HR or IT. What really sets Workativ apart is the visibility into question trends, resolution rates, and where AI is genuinely reducing operational workload."
Susan Treadway
Vice President, HR Operations
native deployment without a separate portal or interface
one platform covering IT, HR, Legal, and Procurement
tested with real systems before any contract commitment
IT team builds and updates automations without developer dependency
product team turned GoTo's requests into new capabilities within the same week
no per-user fees, no surprise seat costs at 5,000 employees
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