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Boosts efficiency and significantly reduces operational costs
What is our primary use case?
We use Moveworks mainly for ITSM items, approvals on various tasks, password resets, knowledge FAQs, request items, and file support tickets. We also use it for consultant and vendor onboarding and off-boarding. The Moveworks agents are used purely for service desk and help desk operations. It performs the work equivalent to approximately 15 humans per week.
What is most valuable?
They handle all the training and implementation work, making it very easy to use. It integrates into Slack and connects with ServiceNow effortlessly. The only limitation is getting all the service requests or features in ServiceNow that it can learn.
Anyone can use it through Slack by simply asking questions to receive answers.
We partnered with them to build a Workday integration for requesting and checking time off. They are expanding across the enterprise as a co-pilot, integrating with HR, finance, Keeper, and Salesforce. We also use their communications module, which allows scheduled communications to be sent through Slack or Teams. These communications are personalized for each recipient. When comparing email engagement rates of 3% to Moveworks' 12%, the platform reaches approximately four times more people.
Anyone can use it through Slack by simply asking questions to receive answers.
We partnered with them to build a Workday integration for requesting and checking time off. They are expanding across the enterprise as a co-pilot, integrating with HR, finance, Keeper, and Salesforce. We also use their communications module, which allows scheduled communications to be sent through Slack or Teams. These communications are personalized for each recipient. When comparing email engagement rates of 3% to Moveworks' 12%, the platform reaches approximately four times more people.
What needs improvement?
There is always room for improvement, though it depends on how complicated one wants to make it. For our needs, it has served its purpose effectively. The expansion into enterprise-wide integration capabilities shows promising development.
For how long have I used the solution?
We signed an agreement with Moveworks in 2019.
What do I think about the stability of the solution?
The system is very stable.
What do I think about the scalability of the solution?
It scales easily as needed when modules are activated.
How are customer service and support?
The customer service is very responsive and excellent. Being an early adopter may have contributed to this experience. They are integrated and responsive in our Slack environment.
How would you rate customer service and support?
Positive
What was our ROI?
The solution saves us approximately three-quarters of a million dollars per year. The cost effectiveness depends on keeping the agent costs below the license fee. Different organizations may negotiate different deals, making it difficult to make direct comparisons.
What other advice do I have?
The value proposition depends on several factors including your setup, ITSM tools, enterprise applications, and volume of requests. For reference, we handle approximately 12,000 calls and tickets monthly, which makes the solution particularly beneficial in reducing routine calls.
We were an early adopter and partner, collaborating on the Workday integration. Our partnership included quarterly meetings with the President and product team, and we spoke at various events with them.
Regarding support, achieving seven or eight out of ten indicates excellent performance, as perfect support is virtually impossible to achieve.
This review rates Moveworks as 10 out of 10.
We were an early adopter and partner, collaborating on the Workday integration. Our partnership included quarterly meetings with the President and product team, and we spoke at various events with them.
Regarding support, achieving seven or eight out of ten indicates excellent performance, as perfect support is virtually impossible to achieve.
This review rates Moveworks as 10 out of 10.
Automated IT Support - Volume Reduction
What do you like best about the product?
Since implementing Moveworks we've had a 50% reduction in volume in 4 years. Our IT Service Desk savings has been able to pay for the Moveworks contract and still provide some cost savings!
Moveworks made it very easy to get started. We have good joint success programs and are on the same page
Moveworks made it very easy to get started. We have good joint success programs and are on the same page
What do you dislike about the product?
There has been challenges in support but they are getting addressed quickly! The issues we have had get addressed quickly from their leadership teams.
What problems is the product solving and how is that benefiting you?
Finding all information for our company in multiple realms like Supply Chain, People and Culture, IT, and even our business processes!
Our utility workers use it for their critical work!
Our utility workers use it for their critical work!
Good
What do you like best about the product?
The innovations they do in the space which i like
What do you dislike about the product?
Research and development which is happening
What problems is the product solving and how is that benefiting you?
Coding programs
Great IT Support
What do you like best about the product?
Automating tasks using Moveworks has been the best choice, their support is fast and always responsive.
What do you dislike about the product?
In complicated cases it might not be the best alternative.
What problems is the product solving and how is that benefiting you?
Moveworks helped me to reduce the volume of repetitive tasks, such as passwords resets, access request, etc. Also the response times are excellent.
Improving employee experience through AI
What do you like best about the product?
The innovative way in which they use AI to get rid of every day small headaches that take away so much energy from the IT employees.
What do you dislike about the product?
Implementing and integrating Moveworks with existing systems is not simple and can be very time-cosuming.
What problems is the product solving and how is that benefiting you?
Mainly ease of reporting IT issues and passwort resetting.
Good
What do you like best about the product?
Makes ticket solving easier, quite helpful
What do you dislike about the product?
Nothing to dislike yet. So far everything is good
What problems is the product solving and how is that benefiting you?
Ticket Solving
After 2 months of working with the product
What do you like best about the product?
Solve support tickets, search content, and automate workflows across the business
What do you dislike about the product?
It does take a lot of fine tuning and work to make sure it presents the correct Knowledgebase articles.
What problems is the product solving and how is that benefiting you?
Ai support chat bot
Saves employees time by automating
Saves employees time by automating
A friend in deed
What do you like best about the product?
This technology caters to the needs of professional who need to apply solutions for real world problems.
What do you dislike about the product?
Nothing in particular as i have yet to find any discrepancy in what the company delivers
What problems is the product solving and how is that benefiting you?
Embedded Apis help to refactoring the code efficiently
Moveworks: improvement in support?
What do you like best about the product?
The technical questions which every employee might had in the initial days after joining a new company can be resolved easily.
The recursive AI prompts/suggestions are good and quiet related. It's direct plug n play, once the onboarding is done, So it's quiet easy to implement.
Employees instead of scheduling a meeting with aother employee now can use this tool to get answers to their queries. This is being used very frequently and it saves a not of time.
The recursive AI prompts/suggestions are good and quiet related. It's direct plug n play, once the onboarding is done, So it's quiet easy to implement.
Employees instead of scheduling a meeting with aother employee now can use this tool to get answers to their queries. This is being used very frequently and it saves a not of time.
What do you dislike about the product?
It's not very easy to integrate it with very technical businesses. I think the flows will have to be set up before the product can be used. The security is still an issue as, it becomes very difficult for someone to control the level of access. It becomes even more complicated to control the kind of queries that may lead to leak of sensitive data.
What problems is the product solving and how is that benefiting you?
I tried using Moveworks for onboarding of an employee. So whenenver a new employee joins a company, he/she is required to uderstand a lot of basic things about a company, for which usually we organise the knowledge transfre sessions. As I was low on manpower, I tried exploring other tools around which could be capable of solving these kind of problems. But As I went forward with exploring the tools, I came to know that it will require a lot of training time before it can become reliable. So Moveworks is good with hard-deterministic problems, but I think it need a lot of improvement before it can take up large conversations.
AI platform ...that makes life easy
What do you like best about the product?
Search for information tool -- gives the best and highly efficient results
What do you dislike about the product?
Not really anything to dislike about this
What problems is the product solving and how is that benefiting you?
It gives good candidate results and help to analyse the market cap
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