Dexcom Unites IT and HR Support with Resolve, Deflecting 90% of Tickets and Driving Global Adoption

Organization Profile

Industry: Healthcare Technology
Company Size: 10,000+ Employees
Region: Global
Services: Continuous glucose monitoring (CGM) technology enabling real-time diabetes care and patient empowerment

Scaling Service Teams to Match Growth

Dexcom is a leader in diabetes care, with rapid business growth fueling continuous hiring and onboarding the world over. This expansion placed heavy demand on both IT and HR service teams because, as is the case with many fast-growing companies, support requests grew faster than headcount.

Despite investing in a ServiceNow portal and knowledge articles, adoption remained low in IT. Employees preferred to call or email the help desk, resulting in repetitive tickets and manual workloads. HR faced similar challenges, especially in the Philippines, where answers to common questions differed from those in the U.S. Scaling personalized support across geos proved difficult without automation.

As John Jacobs, Head of IT Desktop Support, put it:
“We were really looking to create a new generation of capability for end user services and support. We were trying to break the mold of IT ticketing and that someone has to physically address every question that comes to the service desk.”

Dexcom needed a unified, multilingual self-service solution that could improve adoption, deflect tickets, and free service teams from repetitive tasks (a paradigm that we call Zero Ticket™ IT).

A Smarter Self-Service Model with RITA

With this need in mind, Dexcom deployed Resolve’s intelligent virtual agent, RITA (formerly known as Barista), as the new gateway for IT and HR support.

Unlike traditional portals, RITA delivers personalized, conversational answers. It integrates bi-directionally with ServiceNow to leverage existing knowledge articles, automate ticket creation, and resolve issues directly from the chat interface.

Key features included:

• Omni-channel access: Available via portal, mobile, email interception, and direct chat‍
• Global support: Multilingual capability to personalize answers by region‍
• FAQ Management Tool: Enabling quick content updates without relying on external vendors‍
• Automation-first design: Handling high-volume requests such as MFA resets, software provisioning, hardware ordering, and HR policy lookups

RITA’s flexibility also meant that previous investments in ServiceNow content were preserved and enhanced, ensuring teams saw immediate value from day one.

Driving Adoption Through Creative Engagement

To accelerate employee adoption, Dexcom launched “Ask RITA Fridays”, a weekly initiative where help desk phones were turned off and employees were directed to RITA for assistance.

This initiative proved transformational. By experiencing RITA firsthand, employees gained confidence in the virtual agent’s ability to resolve issues quickly, resulting in a sustained shift toward digital self-service.

Results That Scale Across IT and HR

With RITA embedded into Dexcom’s service ecosystem, both IT and HR saw measurable improvements:

• 90% ticket deflection, reducing the burden on live agents‍
• 93% accuracy rate, ensuring reliable, high-quality answers
• ‍96% of incoming emails intercepted and either resolved or automatically ticketed‍
• 236% increase in adoption following “Ask RITA Fridays”
• ‍43% fewer phone calls to the help desk

“As an enterprise, we’re continuously hiring to keep up with our growth,” added Jacobs. “With RITA, I don’t need to add help desk agents at the same rate because employees are going to RITA for help.”

By deflecting routine work, Dexcom eliminated the need to scale service teams at the same pace as business growth, freeing staff for higher-value initiatives while maintaining a consistent (and positive) employee experience.

What’s Next: Expanding Across the Entire Enterprise

Dexcom’s IT and HR leaders are now extending RITA beyond their teams. IT is moving toward making RITA the frontline of the ServiceNow request portal and phasing out inbound phone calls entirely. HR is preparing to broaden adoption into European regions, enabled by RITA’s multilingual capabilities.

“Smart HR leaders will know that automation is the key to surviving today,” observed Dolores Sexton, Manager of HR Information Systems. “While we can’t continue to add more people to HR or IT to answer questions, we also have to put employee experience first with anything that we implement.”

By placing automation at the center of employee support, Dexcom is building a scalable, unified model that keeps pace with growth while improving the employee experience globally, culminating in a meaningfully improved customer experience.

Ready to Achieve These Results at Your Organization?

Check out Resolve Actions to discover how intelligent automation and AI agents like RITA can transform IT and HR service delivery, or request a custom demo to see how organizations like Dexcom are revolutionizing employee experience with Resolve.