Streamlining Service Requests: Spendesk's Transition to Siit for Better Request Management

The problem

Disjointed requests in multiple channels with no SLAs in sight

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Spendesk, a leader in spend management solutions, faced significant challenges in handling HR service requests as they expanded globally. Initially, they used a Slack channel (#people-help) to manage requests, but this quickly became catastrophic for compliance due to the risk of personal information being shared in public channels. They then moved to a Google Form managed through Trello, but the customer experience and volume management were poor, especially for HR needs. 

“I knew from day one that we had to find a ticketing system that could work at scale,” recalls Clément Bresson, Head of HR & Operations at Spendesk. The team had been searching for a solution for a while and couldn’t find something that fit their needs. Not only was the request management process a hassle for the HR team, employees grew frustrated with it too. “ We were so desperate, we were ready to switch to Jira Service Management and then Siit came along. It was a miracle.”

The solution

Drawn to Siit’s ability to integrate natively with Slack, automate workflows and maintain security and compliance, Spendesk partnered with Siit for its help desk needs. Siit facilitated collaboration between HR and other internal operations teams, centralizing all people requests and enhancing the employee experience. Before Siit, Spendesk had requests that could take an endless amount of time because they were scattered across different channels. “Speed is crucial in HR, with Siit we were able to reduce our first response time from over 24 hours to less than 5,” says Clément.

Additionally Siit helped Spendesk reduce the total number of requests from employees. “Once we started looking into Siit Analytics we identified blindspots we didn’t know existed before,” says Clément. “ We were able to proactively focus on issues that were creating bottlenecks and find solutions that eliminated them completely.” 

Productivity between the HRBPs and People Ops teams increased significantly at Spendesk. Previous manual communications via Slack are now standardized through forms and dedicated workflows, enhancing precision and reducing process times. Tasks like onboarding and offboarding are linked to tickets, streamlining operations. “Everything has a process now,” added Clément.

The result

Payroll questions were something Spendesk struggled with. “Our team was spending hours manually answering recurring, repetitive questions. Siit’s AI bot helped us deflect 45% of payroll related questions by suggesting articles to employees.” 

Previously manual communications via Slack are now standardized through forms and dedicated workflows, enhancing precision and reducing process times. Tasks like onboarding and offboarding are linked to tickets, streamlining operations. Since implementing Siit, Clément has seen employee satisfaction surge, with recent surveys showing a 98% satisfaction rate. “Since launching in December 2023, we saw immediate adoption of Siit and that reflects in our surveys and data.” 

When reporting to leadership, the HR team at Spendesk use Siit’s key metrics to demonstrate their team’s performance, including merit and promotion reviews,SLAs, blockers, request volume, and employee satisfaction. These statistics are crucial as they provide a clear picture of our current performance and areas for improvement. “By tracking these numbers, we ensure that we understand our position and can make informed decisions to enhance our operations.”

“For companies that have yet to transition to a ticketing system, Siit offers an ideal solution that is both approachable and flexible” says Clément. Siit led to increased productivity and employee satisfaction. “By simplifying processes and improving workflow efficiency, Siit empowers teams to operate more effectively and cohesively.”