NMDC Group automated 81% of employeesupport with Workativ AI agents
13,000 employees · Abu Dhabi · IT and HR · deployed in Microsoft Teams
The Challenge
A 13,000-person workforce waiting for IT support that couldn't scale.
NMDC Group's IT team handled a growing volume of employee requests across distributed energy and marine services sites in Abu Dhabi. Password resets, access management, and HR queries consumed team capacity with no 24/7 resolution and no unified layer across Alloy Navigator, SharePoint, and Oracle HCM.
No 24/7 coverage
Requests queued until agents were online no resolution outside business hours
390 engineer-hours lost monthly
L0 and L1 requests password resets, account unlocks handled manually on repeat
Fragmented knowledge
IT guides and HR policies across SharePoint no single search point for employees
Oracle HCM queries manual
Salary, leave, and user management required HR team involvement for routine requests
No self-service layer
Ticket management in Alloy Navigator with no employee-facing automation across any system
One AI agent across HR, IT, and engineering deployed in Microsoft Teams, available 24/7 across every NMDC site.
NMDC Group deployed Workativ across HR, IT, and engineering support for 13,000 employees in Abu Dhabi. Employees get help in Microsoft Teams connected to Oracle HCM, Alloy Navigator, and SharePoint with live agent handover when human support is needed.
Employee information and record requests
Employees raise personal information and employee-record requests through Workativ in Teams. Routine HR data queries are resolved without involving the HR team directly.
Time off, payroll and allowances
Employees check leave balances, submit time-off applications, and get payroll and allowance answers from Oracle HCM in one Teams conversation, without calling HR.
Policies and employee resources
Workativ retrieves HR policies, company guidance, and employee resources from SharePoint at the moment of asking employees get direct answers, not a document to search through.
Resignation and end-of-service support
Employees are guided through resignation steps and end-of-service entitlement information drawn from Oracle HCM and HR policy covering the process required to complete their exit.
Company asset transfers
Workativ guides employees through the asset transfer process capturing the required information, routing the request to the right team, and confirming the next steps in Teams.
What 81% automation means for the IT team's working week.
NMDC's IT operations team tracked the impact. These are the numbers from the IT helpdesk before and after Workativ.
What NMDC Group IT and HR leaders say.
"Workativ has been with us every step of the way. From our first IT support use case to HR, and soon Procurement. The platform grows with us, and so does the team behind it. It's rare to find a solution that's both powerful and genuinely easy to manage."
Imran Abid
IT Operations Leader · NMDC Group
What made Workativ the right fit for a global engineering organisation.
Connected to every system NMDC uses
Alloy Navigator, SharePoint, and Oracle HCM all integrated from a single platform
Microsoft Teams native
deployed where NMDC's 13,000 employees already work, with no new portal or interface to learn
Grows with the organisation
Started with IT support, expanded to HR, and extending to Procurement same platform, no rebuild
24/7 without headcount
global workforce across time zones gets support at any hour with no additional staffing cost
Team behind the platform
Workativ's team is cited directly in Imran's quote: the support and responsiveness are part of the value
Genuinely easy to manage
no-code platform means the IT team configures and updates automations without developer dependency
See what Workativ can
automate for your team.
Get a personalised demo tailored to your IT or HR support environment.
Explore the capabilities behind NMDC's results.
IT
IT Helpdesk Automation
HR
HR Helpdesk Automation
INTEGRATIONS