How Qonto scaled their IT with Siit

The Problem

Ineffective IT support tools created inefficiencies and slowed down our ability to scale .

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Qonto’s legacy IT service management system was fragmented, and couldn’t support their growth ambitions. 

Qonto, a leader in financial management solutions for SMEs and freelancers, is dedicated to simplifying banking. As their team experienced rapid growth, they recognized the need to enhance their IT operations. The mindset is to maintain efficiency and support their expanding workforce. Xavier Rotivel, Qonto’s Senior IT Lead, faced the challenge of building a new team and needed a tool that would seamlessly fit their expanding needs. When migrating off their previous tool, their attempt to integrate Zendesk with Slack (which are used for most of their internal communications) fell short. "We needed a solution that would meet our needs, not the other way around," said Xavier. This search led them to Siit, a modern IT service management platform.

Initially, Qonto grappled with staffing constraints, complicating the transition to a new ITSM tool. However, Siit’s personalized, white-glove service and flexible, user-friendly interface stood out. When the timing was right, Siit’s swift sales cycle and adaptability to Qonto’s unique needs made the transition seamless and refreshing.

The Solution

Siit facilitated a smooth implementation process, ensuring Qonto could import their previous service request data. Automated workflows allowed for easy onboarding and offboarding, while using Siit’s Notion integration helped employees quickly find answers to frequently asked questions. By implementing self-service, Siit helped deflect 28% of support tickets that otherwise would have been handled by IT.

Inspired by the IT team’s success with Siit, other departments at Qonto—such as HR, finance, procurement, and travel—were eager to enhance employee experience as well. The need for a Slack-native ITSM, which Zendesk couldn't provide, was crucial. Siit’s robust analytics shifted Qonto’s operations from reactive to proactive, allowing them to address issues before they became bottlenecks. Allowing employees to submit requests where they already work helped Siit’s adoption on both the employee and admin side. 

The Result

"In 2024, we onboarded 500 new employees, and with Siit in place, we efficiently addressed the root causes of our most frequent issues, ensuring that IT service requests remained at bay,” Xavier noted. Before Siit, Qonto’s internal operations teams were spending the majority of their day responding to service requests. By leveraging Siit’s AI workflows for level 1 requests, Qonto reduced SLAs by 50% and saved significant time in ticket response.

A major success story was resolving a VPN issue that generated 20-30 requests weekly. Siit’s analytics helped Qonto group and tag related tickets, enabling their IT team to swiftly address the problem and reduce requests related to this issue by 80%.

The Impact

"Siit’s native Slack integrations, intuitive interface, and powerful analytics are all features we heavily rely on," said Xavier. Siit has significantly enhanced Qonto's IT operations, driving efficiency and scalability across the organization. These features have led to high employee adoption and increased productivity. By leveraging Siit’s AI workflows for level 1 support tickets and seamless ticket collaboration across departments, Qonto has maintained a proactive stance in IT management, identifying potential bottlenecks before they escalate into incidents. "The ability to seamlessly forward requests from one team to another, without requiring the requester to repeat their question elsewhere, has been particularly valuable," Xavier added. "This not only streamlines processes and enhances support quality, but also improves the user experience and builds trust among our colleagues, knowing we will escalate and solve their requests internally without needing more input from them."

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As Qonto continues its rapid growth, Siit remains a vital partner, supporting their mission to simplify banking for clients. The unified approach offered by Siit not only improves the employee experience but also positions Qonto to scale their operations effectively, ready to meet future challenges and opportunities.

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