Enterprise Knowledge Search · IT Operations Automation
Robinhood had more than 250 fragmented IT, HR, legal, facilities, and procurement support queues, so employees had to navigate different intake paths for routine needs and the small tech-ops team was overwhelmed by password, policy, and onboarding requests.
Reported impact
Robinhood deflects 70% of employee requests without human intervention, saves more than 2,200 hours per month, achieved 94% employee satisfaction and 90% internal support satisfaction, and can bring new teams and acquisitions live in weeks instead of months.
Robinhood rebuilt employee services on ServiceNow before turning on AI. The team first standardized its knowledge base, documented IT and HR workflows, and assigned ownership for each process so the platform could act on governed data instead of sprawl. It then deployed Moveworks from ServiceNow as the conversational front door in Slack, where employees ask for password resets, software access, HR guidance, and onboarding help through one entry point. Behind that interface, IT Service Management and HR Service Delivery route each request through common workflows instead of hundreds of disconnected queues. The same foundation now supports newly acquired teams, reduces support-channel duplication, and is expanding toward a service-aware CMDB and automated hardware lifecycle management so Robinhood can keep scaling with an eight-person technology-operations team.
Employees start in Slack through Moveworks for passwords, software, HR questions, and onboarding. Routine requests are answered or deflected there, while IT Service Management and HR Service Delivery route the remaining work through shared workflows so acquired teams and new departments can be brought onto the same operating model quickly.
Before a single use case went live, they standardized the knowledge base, documented IT and HR service processes, established ownership of every workflow, and rebuilt employee services on ServiceNow.
Behind the scenes, ServiceNow IT Service Management and HR Service Delivery routed each request through standardized workflows, regardless of which team fulfilled it.
Robinhood introduced Moveworks from ServiceNow as the front door for employee support.
Today, Robinhood deflects 70% of employee requests without human intervention, with 94% employee satisfaction and 90% internal support satisfaction.
We ultimately saved more than 2,200 hours per month with ServiceNow.
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Scoring methodology
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Traceability
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