Trimble Reaches 73% Ticket Deflection and 24/7 Global IT Support with Resolve

Organization Profile

Industry: Technology & Digital Transformation
Company Size: 11,000+ Employees
Region: Global
Services: Positioning, modeling, connectivity, and data analytics solutions powering industries such as construction, geospatial, agriculture, and transportation

Scaling IT Support for a Growing Global Workforce

With an eye-popping 200 new hires each month, Trimble’s IT help desk was buckling under the pressure to keep pace with global expansion. Employees could seek help only through the usual suspects: emailing or calling the service desk, logging tickets in Jira, or booking in-person appointments.

The result of using these avenues was overwhelmed agents and lost productivity across the business.

Trimble needed a scalable, always-available self-service solution that could automate top call drivers, support remote employees worldwide, and provide answers in multiple languages.

RITA: Always-On, Always Multilingual

Trimble selected Resolve’s AI-powered virtual agent, RITA (formerly Barista), as the foundation for a new global support model. RITA offered Trimble:

• Out-of-the-box support for 100+ languages
• Native integration with Google Chat, Jira Service Management, Google Drive, and Okta
• Automation-first workflows for top ticket drivers such as MFA resets, software access requests, hardware ordering, and cost code lookups

As Danielle Mayrberger, Senior Manager of Global IS Service Delivery at Trimble, explained:
“We also really appreciated the flexibility of the virtual agent. While we worked closely with the team prior to launch, the goal was to always take over and manage the product ourselves. We’re a self-sufficient culture.”

To drive adoption, Trimble delivered multilingual videos, infographics, and in-app prompts that encouraged employees to use RITA wherever they worked.

“The promotional content was fun and engaging and focused on how employees could access RITA through Google Chat to get fast help no matter where they were working,” Mayrberger added.

The team found that RITA was instant. Wherever employees go to find support, it is available to save the day.

Measurable Business Impact

Since its global rollout, RITA has become the go-to support channel for Trimble employees. Key successes include, but are in no way limited to:

• 73% ticket deflection rate, drastically reducing burden on live agents‍
• 66% employee return rate, employees trust and reuse RITA for ongoing support‍
• 10,000+ interactions handled, scaling support without additional headcount‍
• 24/7 multi-lingual availability, enabling consistent service quality across geographies

The impact was immediate: “RITA is instant. Wherever employees go to find support, it is available to save the day,” said Mayrberger.

By deflecting routine tickets and automating common requests, Trimble has freed its IT team up to focus on higher-value work without compromising employee experience.

What’s Next: Expanding Across the Enterprise

Encouraged by early success, Trimble is already expanding RITA into HR support, with integrations into Zendesk and additional enterprise platforms. Additional teams can’t wait to leverage RITA, either.

The future vision is a single, intelligent agent that supports IT, HR, and more driving productivity across Trimble’s global workforce.

Ready to Achieve Similar Results?

Learn more about how RITA can deliver global, multi-lingual support for your organization or request a custom demo to see how companies like Trimble are redefining employee experience (and, ultimately, customer experience) with Resolve.