Stanley Foy, software engineering manager at Liberty Mutual, unveils the journey of transforming the IT Helpdesk into a streamlined, digital-first operation. 

This session will delve into how Liberty Mutual leveraged Glia alongside Microsoft Teams to create a seamless experience for over 50,000 employees. Discover the strategy taken to reduce dependency on traditional phone systems, transforming phone calls into digital interactions. See insights from a critical system outage scenario where the flexibility of Glia’s platform enabled rapid crisis management, significantly reducing wait times and enhancing employee support. Gain strategies for digital transformation, intelligent routing, and adapting to unforeseen challenges. Understand the impact of digital tools in optimizing IT helpdesks and enhancing employee experiences in large-scale organizations.