From Slack Overload to Streamlined IT: Monzo's Story

The problem 

‍Relying purely on Slack messages and threads for all IT operations became unmanageable

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Monzo is on a mission to make money work for everyone by building the best bank account worldwide. Monzo aims to simplify banking, making it more accessible and transparent for its 11 million growing customers. “The team was facing inefficiencies in managing service requests due to a lack of structured processes for tracking statuses, transferring cases, assigning tasks, automating workflows, generating reports, and maintaining an accessible knowledge base, all worsened by relying on informal Slack conversations” recalls Ashley Brien, Tech Ops Support Lead at Monzo. The team at Monzo was spending countless hours doing manual work and knew something had to change.

When Ashley and the team started looking for an ITSM it was clear the tool had to be Slack native. “Our employees are used to a modern, conversational, streamlined approach,” says Ashley. The team started doing their research and reached out to multiple vendors. They started to narrow down the options and finally landed on their top three contenders. “I had the team write the pros and cons for each trial so that we’d make the most informed decision we could,” says Ashley. Siit came out on top. 

“The biggest deciding factor for us was how seamless the Slack integration is,” says Ashley. At Monzo the team doesn’t use email and relies on Slack for 95% of communication. “The majority of ITSM or case management systems have a Slack integration but it’s clunky and we didn’t want to settle,” says Ashley. 

The solution 

From the moment the Monzo team decided to implement Siit, it took less than two weeks to get up and running. One trait the team found particularly appealing was Siit’s ability to automate responses for level 1 support requests. Monzo integrated their Notion knowledge base with Siit, which helps resolve top recurring requests through article suggestions. “Siit helps us automate and solve 25% of our inbound support requests,” says Ashley. “And that’s just using what we had without dedicating more time to writing more support articles.” 

Troubleshooting VPN profiles, setting up 2FA and providing access to internal tooling were among the most common inbound requests the Monzo IT team received. “Whilst they were quite easy to fix, they were time consuming because they required getting on a call with someone in order to reach a resolution," says Ashley. With Siit’s AI bot in place, employees now have the guidance they need to troubleshoot all on their own and don’t require human assistance anymore. 

‍The result 

Faster resolution, more granular insight and an excellent user experience

Siit had done more than save time for employees and internal operations – it has led to insights on blindspots the IT team didn’t know existed. “It made us realize how many things we were forgetting or ignoring accidentally,” says Ashley. “The customer experience for the people we were supporting wasn’t good because we were just missing so much.” Siit has helped Monzo ensure that no request goes unresolved while keeping tabs on the status of every single request. 

At a more granular level, the Monzo IT team can now keep track of their SLAs. “ We had no way of tracking how long answers and resolutions took before Siit,” said Ashley. With Siit Analytics, the team can now proudly report that ticket acknowledgement time is less than one hour.

Executives at Monzo have their head in Siit Analytics too. “They love the facts and they love the data.” It’s easy for managers to access Siit and where the team is making an impact and where there are bottlenecks that need to be optimized. Siit has made it extremely easy to know where the team stands at any given point and report up. 

With its ambitious expansion plans, Monzo relies on Siit to support its growth with scalable, automated solutions. The widespread success of Siit with the IT team has inspired other departments such as HR, People and Security teams to roll out Siit for their operations. “When looking into the future I’m excited to see the impact Siit can have on all our internal operations,” says Ashley. 

“The reason I’ve been such a fan of Siit is because it allowed us to become really organized. We can support our people in a much more consistent way and make more time to work on more impactful projects”. 

By choosing Siit, Ashley and the IT team have reinforced their commitment to providing outstanding employee experience and operational excellence.

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