Executive Summary

Recently, OneSource Virtual (OSV), which provides in-application Workday services and solutions for payroll, benefits, accounts payable, tax, and more, has grown and added members to its support team. Because it operates in an industry that expects accuracy, those support team members need mistake-free and on-brand communication.

The senior vice president of service delivery deployed Grammarly Business as an “ever-present” writing coach. In Grammarly, OSV got a solution that met its strict data security requirements and took the quality of communications to another level with generative AI.

An Expanding Team Needs Scalable Communication Coaching

OneSource Virtual’s (OSV) expertise, deep knowledge, and in-app services and solutions help Workday users thrive—and OSV is so successful at helping them that its business is thriving, as well, causing the company to expand its support team.

To ensure that the team communicates consistently on-brand and with high-quality content, Michael Roseman, the former SVP of service delivery, wanted to provide coaching for the team. Poor communication and mistakes could impact customer satisfaction and harm the company’s reputation in an industry that requires accuracy. So Roseman wanted to implement a tool to coach team members as they communicated and provide leadership with a review of interactions to reveal what was going wrong. But OSV couldn’t just deploy any tool for coaching; the company deals with sensitive client data, so any solution needed to have ironclad data security, as well.

“Our objectives were obvious: increase efficiency, improve clarity and consistency of writing, reduce customer effort, and provide our team with tools to do their jobs more effectively,” said Roseman, who is now OSV’s COO. “And we have heightened awareness and concern for properly using our sensitive information.”

Fortunately, they found a solution that fit in Grammarly Business. They started evaluating Grammarly as an “ever-present” writing coach—and with its generative AI, they got more than they anticipated.

A Responsible AI That Ticks All The Boxes

“I appreciate Grammarly’s stance as a provider of responsible AI. We partner with companies like Grammarly because of our shared values.”

– Michael Roseman, COO at OneSource Virtual

The support team uses Grammarly to check spelling, grammar, tone, and more in real time. Managers and users get an analysis of which revisions Grammarly most frequently suggests so the team can see where they need to focus on improving. The generative AI, meanwhile, enhances the content by helping users craft their first draft and offering suggestions to improve content.

“If we had been looking for a generative AI solution, we would have made the same decision, but it was happenstance that Grammarly announced its Generative AI when we made our first inquiry,” Roseman said.

Roseman and OSV initially hesitated to implement AI due to concerns about data security. “Because we’re so attuned to data security, we stepped lightly into the world of generative AI,” he said. “We did not want to risk exposing internal or customer data.”

To alleviate these concerns, Roseman looked for several security components in any AI product:

• Data encryption using industry-leading protocols
• Clearly defined and managed user-access controls
• Anonymization of data
• Data minimization and regular audits and testing
• Proof of regular attention to new security protocols

Grammarly met his strict requirements, and then some. “Certifications are table stakes, but don’t stop there,” Roseman said. “It is about the values of the organization and the people who make it up. We wanted a partner that shares our approach to data and has published standards that support their view.”

Reducing The Costs And Barriers To Effective Communication

OSV implemented Grammarly in June 2023; since then, 80% of its employees have adopted the tool. According to Roseman, the response has been overwhelmingly positive. Team members use 153 prompts daily across 961 users, resulting in clearer communication that aligns with the company’s tone.

The generative AI has broken down barriers by increasing accessibility to information, Roseman said.

“Grammarly concisely and accurately provides you with options for better-written communication,” He said. “That makes you more professional. Grammarly helps OSV employees feel confident and professional in communication with customers.”

The positive impact on communication led OSV to offer Grammarly to all of its’ employees, not just customer support agents. One of these employees is Rachel Nalliah, a Process Consultant at OSV. She often has to create training documentation, but her expertise lies in process management rather than topics like payroll, benefits, and tax. Without a deep knowledge of these things, she has to use her precious time to search and decipher relevant terms, phrases, and acronyms. But she needs to be accurate—she works with executives frequently, so her work needs to be detailed, clear, and precise.

With Grammarly, Nalliah can phrase what she wants to say and ask the AI to fix it for her, bridging the gap between her knowledge and where it needs to be. She can also use Grammarly to generate training scripts, without wasting hours looking up the correct verbiage. She can also run through Grammarly’s different writing suggestions quickly, enabling her to work efficiently and effectively. With all this in mind, Rachel estimates that Grammarly saves her at least an hour a day—while she keeps up the good work.

“When you step into areas where you aren’t a subject matter expert, you don’t have the same comfort or deep knowledge to guide your vocabulary as you write,” says Nalliah. “Grammarly helps me sound informed and professional.”

Talking the Talk, Walking the Walk

In an industry that hinges on precision, rigor, and confidentiality, Grammarly has empowered OSV employees to give customers peace of mind that their data is in safe hands.

“Anytime you deal with someone who is touching your check or your benefits, you’re depending on us to be accurate. That’s your livelihood!” says Nalliah. “So if you’re writing back and forth with us, and there are errors, and our sentences are bullet points instead of being conversational, you start to get concerned. There’s a loss of trust.”

Beyond instilling confidence in customers, Grammarly enables OSV employees to do their best work. “At OneSource, we recognize that improvement is always possible,” says Roseman. “Using tools to help us deliver a better customer experience is part of our passion. Grammarly makes it easier to start to refine written communication.”