“Moveworks takes the

complexity out of IT support

for our employees. Now
they simply chat with a
conversational bot in Slack
to get their issues resolved
and get work done.”

— Mark Tonnesen, CIO,

Freedom Financial

password resets that are

95% completely automated

Freedom Financial
Network delivers
instant IT help with AI
→ Case Study

© Moveworks, Inc Moveworks.com

Freedom Financial: Empowering A high-velocity workforce
employees with an effortless demands simple, fast solutions
single point of contact for IT As a former IT leader at some of Silicon Valley’s most innovative
companies including Cisco, McAfee, and Electronic Arts (EA),
Freedom Financial is known for its innovative approach Tonnesen has focused on making teams productive with the
to banking. For customers who have traditionally been latest technology. Now, he’s applying that experience to deliver
underserved by the banking industry, the company provides immediate, efficient IT service to employees in the financial
services that help get them on a positive financial path and services industry.
reach their goals. CIO Mark Tonnesen brings the same spirit
of innovation to the IT systems used by Freedom Financial’s Freedom Financial runs a large customer service operation,
employees, most recently by introducing the Moveworks AI which means lots of hiring and training new entrants to the
platform for resolving IT issues. workforce. This can be a challenge because these workers—
many are digital natives fresh out of college—have high
The Moveworks platform is known inside Freedom Financial expectations for the tools they use, and little experience with
as Alfred, a chatbot in Slack that provides a simple, single traditional enterprise software. Tonnesen says, “Employees are
point of contact with IT. With Alfred, employees get instant frustrated when they have to navigate a bunch of portals and
help without having to call the service desk or navigate enterprise dashboards. If we can give them an AI assistant that
a portal. Powered by advanced machine learning (ML) finds things for them, rather than making them learn to navigate
that continuously learns from employee interactions, the more menus, we’re unlocking productivity.” The answer
Moveworks service allows employees to type their requests Tonnesen’s team envisioned was a simple, intuitive chat
to Alfred in Slack. Moveworks uses advanced natural interface for IT and business processes, powered by natural
language understanding (NLU) to converse with users, clarify language understanding that translates employees’ requests to
requests, and then translate requests into the appropriate specific actions in enterprise tools.
actions in a backend system. By giving employees seamless
access to IT systems, Moveworks helps Freedom Financial The Freedom Financial IT team chose Moveworks to implement
get more value out of those systems. this vision: giving employees the ability to reset passwords, get
new software, add themselves to mailing lists, and so on—all

“Employees are frustrated

when they have to
navigate a bunch of
portals... If we can give
them an AI assistant that
finds things for them,
rather than making them
learn to navigate more
menus, we’re unlocking
productivity.”

—Mark Tonnesen,
CIO, Freedom Financial

© Moveworks, Inc Moveworks.com

directly from a conversational interface in Slack. Tonnesen
says, “Moveworks elevates messaging platforms from being
Product Highlight
just communications tools to being a place where employees
go to take actions in all kinds of enterprise systems.”

Messaging delivers IT support

in a secure environment
Complicating the mission of IT service delivery at Freedom
Financial is an internal security rule that prohibits customer-
facing employees from using personal mobile devices. This
restriction ensures the security of customer financial data, but
eliminates a channel often used for IT support.

In this secure setting, employees must connect to company

resources through a secure virtual desktop infrastructure
(VDI) client. As a result, the IT team doesn’t have the option of
deploying apps directly to employees’ mobile devices, and for
employees there’s a usability gap because they have to find
everything via tools that run in their VDI client.

Moveworks bridges this gap at Freedom Financial by allowing

employees to interact directly with IT inside the approved
enterprise messaging system (available through the VDI client),
by typing requests in everyday, natural language. There’s no
new portal to learn or mobile app to download, just a friendly IT
bot named Alfred who’s there to help from day one.

“Moveworks elevates messaging

Incremental deployment platforms from being just
demonstrates value communications tools to being a place
where employees go to take actions in
As a financial institution, Freedom Financial seeks to avoid
unnecessary risk when deploying new technologies, so it was
all kinds of enterprise systems.”
important to Tonnesen’s team to roll out Alfred’s capabilities in
an incremental way. Tonnesen says, “We set big goals, but my
— Mark Tonnesen, CIO, Freedom Financial
approach is always to start small, show success, and expand
from there, and that’s what Moveworks let me do.”

In close collaboration with the Moveworks Customer Success

(CS) team, the Freedom Financial IT team first rolled out
email distribution list membership management, followed by
password resets and question answering. Tonnesen says, “The
Moveworks CS team paced the feature deployments so that
my team and other stakeholders could carefully review each
capability before it went live.”

As a security conscious organization, it was important that

as features rolled out, other stakeholders in the organization
were able to see that Alfred’s actions created the same audit
trail as service desk agents’ actions. Tonnesen adds, “Being
able to show other teams that we were tracking approvals and
interactions just as well as before, if not better, that to me was
a big win, and it got those teams on board.”

© Moveworks, Inc Moveworks.com

New capabilities, no learning Driving adoption of the
curve messaging platform
Employees simply describe their IT request in a Slack message After achieving their main goal of delivering IT help more quickly
to the Alfred bot, and Moveworks uses advanced NLU and and easily, the IT team sees the growing adoption of Slack
conversational AI to understand the issue and deliver a messaging as another important benefit of their Moveworks
resolution. Some of Alfred’s key capabilities that are winning deployment. Says Tonnesen, “Getting people interacting over
over employees include: chat, both with coworkers and with service bots, that’s the key,
and with an IT resolution bot like Moveworks, employees get
Instant password resets some key feature-function capabilities they didn’t have before.
That’s the wow factor that gets people adopting messaging—in
Adding people to mailing lists (DLs) our case Slack—as a communication channel.”

Getting access to software

Part of a bigger vision to unlock
Getting answers to common questions
people’s potential
Looking up coworkers’ contact details
Freedom Financial has a focus on unlocking people’s potential,
Filing IT tickets directly from a Slack message both for their customers and for their employees. With Alfred,
the IT team has delivered on this vision, unlocking the potential
For the IT team, Moveworks provides a double benefit. First, of employees by freeing up their time. Now, resolution of their
since many IT actions are now being handled autonomously, issues and questions is fast and automatic, and they no longer
the service desk agents have time to focus on more strategic have to navigate an IT portal to get help. For the IT team, the
work. Second, and even more importantly, Alfred has proved benefits have been equally liberating: IT agents have won back
so easy to use that its adoption has reduced the learning valuable time that they’re devoting to more important work, like
curve for new hires. Large call center companies like Freedom building out more automated solutions.
Financial experience a high rate of employee turnover at the
agent level, so hiring and training new people is a significant Tonnesen says that what his team has done for IT service
cost. “We’re always looking to speed up the onboarding delivery today is just the beginning. Next, he plans to automate
experience and give employees the sort of easy interfaces delivery of HR and finance services. Asked what he’d like to
they’d see in their life as a consumer. At the same time we see in the Moveworks solution, he says, “Everything! I wish
want to do this with a focus on giving them all the information Moveworks would hire hundreds of engineers tomorrow and
they need to do high-quality work. That’s what we strive for, automate my HR and finance operations as they’ve enabled me
and that’s what Moveworks gives us,” says Tonnesen. to automate my IT operations.”

“When you have a solution that can Request a demo

diagnose and resolve employees’ www.moveworks.com/request-demo
issues in just a few seconds, that really
changes the game for IT support.”

—Mark Tonnesen, CIO, Freedom Financial

© Moveworks, Inc Moveworks.com