KPMG Canada professionals spend their days solving complex tax, audit, and advisory challenges for some of Canada’s largest organizations. But when they needed IT support themselves, getting timely responses had become another challenge to solve.

Employees weren’t just dealing with IT issues. They were trying to figure out where to go for answers. Phone queues grew longer. Employees waited for callbacks. IT had become the default destination for everything from conference room questions to timesheet issues.

Meanwhile, an 80-person support team was helping more than 13,000 employees navigate a growing mix of requests, many of which had little to do with technology. For a professional services firm where productivity matters, every minute spent navigating internal support was time employees couldn't spend serving clients.

The answer was sitting in the existing flow of work. Employees were already having meetings and conversations in Microsoft Teams. So rather than asking them to leave that environment to find support, KPMG Canada decided to bring support into Teams through the ServiceNow AI Platform.

 “We wanted to improve the user experience as well as the speed of support,” says Mike Potgieter, Senior IT Director at KPMG Canada. “Our primary focus was employee satisfaction.”

The team rebuilt its knowledge base before launch because AI is only as good as what it knows

KPMG Canada introduced Moveworks and pinned it directly into Teams. IT Service Management already powered ticketing and workflows across the organization. They added Moveworks, an AI-powered conversational layer, inside Teams, making those services easier for employees to access and use.

But before a single employee used Moveworks, KPMG Canada focused on something less visible: strengthening its internal knowledgebase. The IT organization spent months retiring outdated content, consolidating documentation, and expanding knowledge available through ServiceNow. The goal wasn't simply to launch an AI experience. It was to create a single source of answers employees could rely on.

“ServiceNow gave us the workflow and knowledge foundation, but the experience still had to feel simple for employees,” says Jonathan Lavallee, End User Support Manager at KPMG Canada. “If people can’t find answers quickly or get help naturally, they won’t use it.”

Moveworks became the single, trusted entry point for support across the organization. Employees no longer needed to figure out where to go for help. They could simply ask a question in Teams and get the answer, workflow, or support they needed without knowing which team owned the process. Behind the scenes, Moveworks surfaces knowledge from ServiceNow workflows, guides employees through common tasks, opens tickets, and connects employees with a live support analyst when needed.

“The conversational experience with Moveworks inside Microsoft Teams makes it easy for employees to get help without changing how they work,” says Glen Brookman, Chief Information Officer at KPMG Canada.

Onboarding materials, videos, screensavers, and internal communications keep the experience visible and familiar. “We’re really good at announcing things in IT, but we’re not always good at marketing them,” says Lavallee. “We wanted employees to keep discovering new reasons to use Moveworks.”

Nearly 5,000 employees a month adopted Moveworks because the answers were actually there

Today, nearly 5,000 of KPMG Canada's 13,000 employees engage with Moveworks every month. They no longer need to search for documentation, navigate IT support channels, or wait in a phone queue before getting an answer.

One common request involves setting up a cell phone for corporate access. Previously, employees often called the service desk and waited for a support analyst to walk them through the process step by step. Now, they can ask questions directly inside Teams and get immediate guidance along with links to detailed instructions.

As more employees adopted the self-service support, KPMG Canada saw its IT support call volumes decline sharply. Around 37% of employee interactions with Moveworks resolved the issue without employees needing to open a support ticket afterward, helping them get answers faster while avoiding another step in the support process.

Employees spend less time navigating support processes and more time focused on client work. Support analysts spend less time handling repetitive requests and more time solving complex issues that require human expertise. KPMG Canada estimates that employees saved 4,500 hours in a single year by getting answers faster and avoiding support queues. Analysts saved another 5,500 hours that can now be redirected toward more advanced technical work.

“The biggest outcome wasn't just saving time,” says Lavelle. “It was creating a simpler IT support experience for employees while allowing our teams to focus on more meaningful work."

When employees’ trust in AI grew other teams started bringing their own questions to it

With employees became more comfortable using Moveworks, other teams across KPMG Canada began contributing their own knowledge content to the platform. Employees can now ask questions about internal business applications, from forecasting tools to pipeline management software, and receive answers through the same Teams conversation. 

Moveworks was also the first time many employees experienced the practicality of AI at work. KPMG Canada had already started modernizing support with ServiceNow virtual agent capabilities. Moveworks extended that work by bringing a more conversational experience directly into Teams, giving employees a way to solve real problems inside the tool they already use every day. It created the infrastructure other teams wanted to build on.

“The experience changed how people thought about AI internally,” says Potgieter. “Once employees could interact with IT support naturally inside Teams, they started to see how AI could actually help them solve problems and get work done faster.”

As adoption grew, KPMG Canada expanded carefully. The firm worked closely with its security, privacy, and risk teams to ensure employees could benefit from AI while maintaining appropriate governance around data and access.

“That was the biggest part of the project,” says Potgieter. “The implementation itself was straightforward. The security, privacy, and risk approvals took the most time.”

What worked in IT is now the model for support across the whole firm

The IT organization continues to use analytics from ServiceNow to identify high-volume support trends and prioritize future automation opportunities. For example, password management is one of the most common reasons employees contact the service desk. KPMG Canada is exploring ways to let employees resolve those requests directly through Teams and the Moveworks AI Assistant.

With Moveworks now firmly embedded into the IT support experience, KPMG Canada is broadening its use across the business, preparing to expand into HR services through ServiceNow HR Service Delivery while building toward a single Teams-based support experience.

Each automation is another way to reduce the cognitive burden of work, allowing employees to focus their expertise where it creates the greatest value: serving clients.

“Employees have one place to start for support, while ServiceNow powers the workflows, knowledge, and support processes behind the experience,” says Potgieter. “By giving employees faster answers and reducing routine IT support requests, we returned nearly 10,000 hours to the business in a single year.”

Those hours represent time returned to KPMG Canada's people, allowing professionals, advisors, and support teams to focus less on internal processes and more on delivering value to clients.