Automating Efficiency: Swile’s Success Story with Siit

The problem

In 2023, Swile faced a significant challenge when their trusted IT Service Management (ITSM) tool, Halp, was discontinued. This left them in need of a new solution that would seamlessly integrate with Slack, which had become an indispensable part of their workflow, facilitating real-time communication and collaboration across teams. The sudden gap left by Halp's discontinuation highlighted the absence of a unified system, leading to inconsistencies and inefficiencies. "The lack of standardization resulted in fragmented processes," noted Simon Massenavette, IT Manager at Swile. "Our teams were juggling Slack workflows, Notion pages, and Google Forms just to manage internal requests."

Determined to overcome this hurdle, Swile embarked on a mission to standardize their request management process across all teams. Their goal was clear: to establish a cohesive and efficient system that would streamline operations and enhance productivity. By seeking a solution that integrated effortlessly with Slack, Swile aimed to eliminate redundancies and ensure that their teams could collaborate more effectively. This initiative underscored Swile's commitment to innovation and efficiency, ensuring they remained agile and prepared for future challenges.

The solution

Swile partnered with Siit to streamline their request management processes, bringing a new level of efficiency and automation to their operations. What drew Swile to Siit was the simplicity and adaptability of its workflows. "They were so easy to set up and deploy across teams," says Simon. The intuitive interface made onboarding new teams straightforward and quick. Today, Swile has 25 teams using Siit, which encompasses over 140 users. Simon noted, "Within just a few days, I was already getting positive feedback. It’s been a game changer for our internal workforce to have everything unified in one place."

Before Siit, Swile faced cumbersome challenges whenever an employee submitted a request to the wrong team or channel. The redirection process was manual and time-consuming, involving instructing employees to close their original tickets and create new ones, specifying the correct recipients and tools. Simon explained, "We used to have to tell the employee to close the ticket they opened and create a new one. We had to specify who to send it to and which tool they should open the request on." Now, thanks to Siit’s workflow automations, correcting such errors is a breeze. "Today it’s fast. All we have to do is change to the correct team’s inbox and that’s it." Swile particularly loves the customizable analytics and dashboards, which have significantly reduced the administrative burden on their internal operations teams and improved their employee experience.

The result

Partnering with Siit has streamlined Swile’s internal request management. By automating processes, Swile’s internal operations teams have saved approximately 30 minutes each day, significantly lightening the administrative load. This efficiency boost is reflected in the employee satisfaction rate, which has soared to an impressive 99%. Previously, cross-department collaboration was a cumbersome task, but with Siit, requests are now effortlessly redirected to the appropriate teams, enhancing overall efficiency. "The time we’re able to gain from an admin perspective and the experience we can deliver to our employees is just so much better," noted Simon.

Siit has successfully unified the request management system across all of Swile’s internal operations teams, perfectly aligning with their needs and embodying an innovative spirit that resonates with the company's own DNA. "Siit provides us with a one-stop-shop for all internal requests, something we couldn’t do before," Simon concluded, highlighting the Siit’s effectiveness and seamless integration into their operations. The partnership with Siit has not only made processes more efficient but also empowered Swile to deliver a superior employee experience, making it a perfect fit for their forward-thinking approach.

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