Ever wondered why providing (and finding) employee services in a growing company feels so complicated? Especially when you need to quickly reset a password or urgently need access to a particular application? For decades, businesses have faced these challenges with little progress. This is where Atomicwork comes in, reimagining the digital workplace experience for fast-scaling companies with AI automation.
Atomicwork brings together three powerful capabilities: a conversational assistant, a modern service management system, and a workflow automation platform. These elements work seamlessly with Microsoft Teams and the broader Microsoft ecosystem, making it incredibly convenient for employees to get help and access services. Their AI Assistant, Atom, facilitates highly personalized interactions between employees and internal service teams, all without the usual headaches of complex integrations and administration.
Ramesh Ganapathy, Chief of Staff and Head of Operations at Atomicwork, explains how this approach marks a departure from traditional service management: “In many companies, the norm has been to set up separate self-service portals for knowledge management and ticketing support. But as the number of service teams grows, so does the complexity of managing these systems. Atomicwork tackles this problem head-on by bringing service management directly to the end user.
Think of an employee just asking a question on Teams and receiving answers immediately. This does not mean just providing answers to FAQs for Level 1 support, but also automated workflows like software provisioning, password resets and incident response. We also go beyond support to cover broader productivity scenarios like onboarding and compliance.”
The timing of Atomicwork’s inception proved to be a pivotal advantage in its development. Founded in September 2022, just months before the debut of ChatGPT, the company was uniquely positioned to capitalize on the latest advancements in large language models. This timing allowed the engineering team to design an AI-native solution from the ground up, rather than retrofitting AI with existing systems, as is common among established players in the market. This forward-thinking approach sets Atomicwork apart, enabling them to offer a more cohesive and innovative platform.
Being a part of Microsoft’s Founders Hub was a significant boost. It provided access to various resources, tools, and startup credits that accelerated product development, allowing Atomicwork to bring their product to market ahead of other competitors. Plus, the seamless integration with Microsoft Teams made it an easy choice for organizations looking to adopt a more efficient solution without the need for multiple tools or a complicated integration process.
However, Atomicwork’s journey hasn’t been without its challenges. For instance, during the Silicon Valley Bank crisis, the startup had to act quickly to secure new banking partners and ensure continued operations. While traditional banks presented some hurdles, the team found a solution through the Microsoft for Startups Founders Hub, signing up with Mercury Bank and safely moving some of their funds there. This quick thinking helped them maintain financial stability during a potentially disruptive time.
The story of Atomicwork is deeply personal for its founders. Vijay, the CEO and a seasoned entrepreneur who previously served as VP and GM at Nutanix, often felt the frustration of navigating cumbersome internal processes at past companies. Simple tasks like getting travel approvals, upgrading hardware, or procuring software could turn into drawn-out processes involving multiple steps and approvals, draining time and resources. Co-founders Kiran and Parsuram, who were part of the founding team at Freshworks, had their own share of challenges when it came to scaling internal service management. Their combined experiences led them to recognize a significant gap in the market: the need for a modern, efficient service management platform.
Atomicwork is deeply integrated with Microsoft services. The platform leverages Azure and OpenAI for its AI capabilities, with many of its core components hosted on Azure. The deep integration with Microsoft 365, Teams, Intune, Entra, and SharePoint allows Atomicwork to function as an extension of the Microsoft ecosystem. This enables service teams to create complex workflows across their tech stack.
Ramesh highlights the strategic advantage of this partnership: “Being a Microsoft partner gives us a significant competitive edge. It not only strengthens our technological foundation but also puts us closer to the kind of enterprise customers we’re looking to attract. For organizations already invested in the Microsoft ecosystem, getting started with Atomicwork is a breeze. Our platform is designed to be plug-and-play, allowing Microsoft customers to maximize the value of their existing infrastructure and see a faster return on investment.“
One of Atomicwork’s early customers, Ammex, a retail and manufacturing company based in Seattle, is already seeing the benefits of this integrated experience. With hundreds of full-time employees and thousands of manufacturing workers, Ammex relies on Atomicwork for internal IT and HR services. The deep integration with Microsoft was a key factor in Ammex’s decision to adopt Atomicwork, viewing it as a natural extension of their existing infrastructure.
Chad Ghosn, Global CTO and CIO of Ammex, shared his experience: “Our journey with Atomicwork to transition our ticketing to their AI-powered service management system has been remarkable. The product has transformed how we manage our workflows, offering a seamless integration that leverages the latest AI technology to meet our needs efficiently.
The ROI on deploying Atom across our teams has been incredible. Unlike our previous solution, Atom allowed us to maintain our IT service team without adding a single headcount in six months. It handles simple queries that used to interrupt our Finance team, and it provides our CEO with real-time updates on shipments and orders”
As Atomicwork looks toward the future, the focus is squarely on growth and innovation. With product-market fit already achieved, the company is setting its sights on larger enterprises and more complex use cases. Leveraging advances like automated AI agents, multi-modal support and finetuning techniques, they continue to refine their product based on customer feedback, reimagining traditional service practices along the way. By addressing critical service management challenges for enterprise companies, Atomicwork is well-positioned to scale and deliver value to organizations around the world.
