At the core of every successful company are robust internal teams that support daily operations and enhance employee satisfaction and workflow efficiency. Recognizing the need to refine their processes amidst a dynamic workforce, Gorgias — a leader in help desk software with over 250 employees spread across San Francisco, Toronto, Belgrade, Paris, and remote locations — turned to Siit one year ago. Siit is a tool designed to seamlessly integrate internal requests through Slack, which is the pivotal platform in their daily communications.
Meet Andrea Blanco, Interim VP of People at Gorgias, who shares the transformative journey: "How Gorgias Achieves Operational Excellence with Siit."
Before integrating Siit, Gorgias contended with a disjointed system where Slack workflows were connected to Asana via Zapier. "This setup was inefficient. The Zaps would often fail, and handling sensitive requests on public Asana boards was challenging," explains Andrea. The lack of specificity for employee requests complicated tracking, as notifications were lost amid other projects.
Initially, Siit was adopted by the People Team at Gorgias, starting with just nine users. Over the course of the year, its success led to a significant expansion. Now, Siit boasts 29 admins across various teams, enhancing operations and streamlining processes across the board. The teams leveraging Siit include:
This growth reflects the tool's adaptability and effectiveness in handling complex, multi-team workflows within Gorgias.
The integration of Siit marked a new transformative phase for Gorgias. Siit earned praise for its robust compatibility with essential tools such as Rippling, Notion, and Slack. "Siit significantly enhanced our user experience. It has made it simpler to track requests and manage sensitive information efficiently," Andrea highlights. She points out that Siit's feature of recognizing team details in new requests has tremendously smoothed interactions, especially with unfamiliar team members, thereby speeding up resolution times.
Since adopting Siit, Gorgias has experienced marked improvements in handling internal requests. Streamlined processes, particularly in recruitment and payroll, have led to faster resolution times. "Employees have noted a dramatic improvement in how quickly their issues are resolved since we adopted Siit. Managing all internal communication within the same request thread has changed the game," remarks Andrea.
Looking ahead, Andrea is enthusiastic about further leveraging Siit to develop a centralized employee portal for all people-related inquiries. This vision includes enhancing workflow automation within Siit to further boost efficiency across teams.
The experience of Gorgias with Siit highlights how the right tools can significantly enhance the way companies manage internal queries and employee interactions. The seamless integration of Siit with core platforms like Slack, combined with its adept handling and routing of requests, showcases its potential to empower companies facing similar operational challenges.
This customer story not only celebrates Gorgias's successes but also sets a benchmark for other organizations striving for operational excellence.
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