Scaling Success: How Gorgias Transformed HR and IT with Siit

The problem

A lack of privacy and security for requests, along with no tools for tracking performance or automating assignments.

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Gorgias’ HR team was struggling with their internal workflows."Our previous setup, an Asana form integrated with Slack, just wasn't cutting it," explained Adeline Bodemer, VP of People at Gorgias. "Confidentiality was a big issue because requests were visible to everyone, creating compliance concerns that made us uncomfortable." The lack of performance metrics was another significant hurdle. "We had no stats, so I had to manually check each ticket to see how we were doing. It was frustrating not being able to easily monitor performance and ensure we were providing great support," Adeline added. The absence of automation further complicated matters. "We couldn't auto-assign requests or efficiently gather the data we needed to meet our employees' needs. Everything felt cumbersome and inefficient." 

As Gorgias continued to grow, adding over 100 new employees each year, the limitations of their existing system became increasingly apparent. "It was obvious that what we had wouldn't be scalable over time," says Adeline. "Since I manage both HR and IT, I was looking for a tool that would work for both—something secure and scalable." 

The solution

After the initial call with Siit, Adeline was intrigued. She shared her enthusiasm with a team member, suggesting they explore the tool further. "From the demo alone, I wanted to dig in because I thought it could definitely solve most of our issues," Adeline noted. Understanding the importance of team buy-in for successful implementation, she prioritized gauging their excitement and ensuring they were on board. "It was important for me to measure the team’s excitement about Siit and get their buy-in because they would be using it daily. I knew if the team wasn’t bought in, the adoption would be low," she reflected.

What truly resonated with Gorgias was Siit's dual functionality for both IT and HR, addressing compliance and privacy needs while seamlessly integrating with existing HR tools. “Unlike the other tools I tested, Siit was designed with people in mind, fitting perfectly into our current tech stack,” says Adeline. The team appreciated Siit’s extremely responsive support and openness to feedback, feeling empowered by having a say in the product’s development. This influence over the product roadmap made Siit tailored to their specific needs.

Implementing Siit was a breeze, taking just 2.5 weeks. The process began with connecting Siit to their HRIS and Slack, followed by training the People Ops team. Thanks to its Slack-native design, the introduction was smooth, achieving 100% adoption right off the bat.

‍‍‍The result

With Siit fully implemented, Gorgias experienced significant improvements in their internal operations, particularly in resolution times. "Our processes are much more efficient now," says Adeline. "Take promotion requests, for example—what used to be a lengthy process is now automated. The workflow automatically fills out the necessary forms and routes them to the manager, HR VP, and payroll, saving us time and reducing errors."

Siit has automated approximately 6.1% of their service desk workload, significantly cutting down on support escalations and backlog. The implementation of Siit brought about an unexpected surprise: the engineering team, typically reserved in their feedback, openly expressed their appreciation for the new tool. "Hearing them praise Siit was such a nice surprise," shared Adeline. "It's not often that they offer compliments, which speaks volumes about the positive impact Siit has had on our operations." This newfound appreciation has improved the overall perception of the people team and increased internal NPS scores, with high satisfaction in support and operations.

Moreover, Siit has streamlined request management across HR, finance, and facilities. "We often tag each other in tickets, and there's a lot of overlap between finance, legal, and HR. Everything is way faster now," Adeline noted. The tool has not only optimized operations but also fostered a stronger relationship with the Siit team. "I love my relationship with Siit because I feel heard, and the product team genuinely cares about our feedback," she added.

In summarizing Siit's impact, Adeline stated, "Siit is a necessity if you want to deliver exceptional support to your employees and save a ton of time for higher-value tasks. I couldn't imagine a world without Siit—cut something else, but not my Siit."

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