When organizations first start managing service requests from employees, tools like Google Forms and Airtable often feel like the perfect fit. They’re easy to set up, free or inexpensive, and flexible enough for simple workflows. IT admins and HR teams alike appreciate the low barrier to entry and quick results.
But as your company grows, and service requests multiply in complexity and volume, these tools can’t keep up. What began as convenient solutions turn into bottlenecks, slowing down internal support and frustrating employees.
That’s where Siit comes in — an AI-powered, deeply integrated platform designed to handle scaling internal support with ease, efficiency, and seamless multi-channel collaboration.
Key Limitations of Google Forms and Airtable
As internal support demands grow, Google Forms and Airtable start revealing their limitations in several key areas:
Manual Workflow and Request Routing
Google Forms relies heavily on manual triage—someone has to sift through form submissions and manually route service requests to the right teams. Airtable offers some automation but it’s limited and often fragile when handling complex, multi-step workflows. This manual overhead creates delays, errors, and puts unnecessary strain on IT admins.
Disconnected Multi-Channel Support
Both Google Forms and Airtable operate primarily through their own interfaces. Employees often submit requests via Slack, Microsoft Teams, email, or web forms, but these tools don’t consolidate those inputs. This fragmentation leads to missed requests, scattered data, and a lack of centralized visibility into internal support operations.
Lack of Real-Time Collaboration
Google Forms and Airtable don’t offer built-in threaded conversations or the ability for teams to follow requests internally. Communication tends to happen outside the platform—in emails or chat apps—resulting in delayed responses and lost context.
Scaling and Data Management Challenges
When request volumes grow, Google Forms’ linked spreadsheets can become overwhelming and error-prone. Airtable’s spreadsheet-like bases often become complex and difficult to maintain, confusing users and slowing down support processes.
Limited Automation and Workflow Orchestration
Neither platform offers robust automation. Multi-step approvals, SLA tracking, and orchestrated workflows require manual intervention or fragile setups, which creates bottlenecks and reduces efficiency.
Insufficient Security and Compliance Controls
Google Forms and Airtable lack granular role-based access controls and audit trails, increasing risks around data privacy and compliance. This can be a critical concern as organizations scale and handle more sensitive information.
Basic Analytics and Reporting
The reporting tools available in these platforms are limited, providing minimal insights into support team performance. Without customizable dashboards and actionable metrics, it’s hard to identify bottlenecks or improve service delivery.
Hidden Operational Costs and Employee Frustration
The manual processes required to manage, track, and escalate service requests consume valuable time. Fragmented tools and slow response times can lead to decreased employee satisfaction, impacting overall productivity.
What to Look for in a Scalable Internal Support Platform — Why Siit Checks All the Boxes
If you’re ready to move beyond spreadsheets and lightweight databases, here’s what you want in a scalable platform — and how Siit delivers on every point.
- Native Multi-Channel Integration: Slack, Teams, email — Siit pulls requests from every channel into one interface.
- AI-Driven Triage and Routing: Smart automation directs requests to the right teams or AI assistants immediately.
- Built-In Collaboration: Comments, request followers, and notifications keep conversations clear and transparent.
- Deep Integration Ecosystem: Sync effortlessly with BambooHR, Okta, Kandji, Jira, Zendesk, Google Workspace, and many more.
- Granular Security Controls: Role-based access and audit logs protect sensitive data.
- Customizable Analytics & SLA Dashboards: Track KPIs and response times to improve continuously.
- Employee Self-Service Portal: Fully branded, personalized portals enhance employee engagement and reduce support load.
How Siit Transforms Internal Support at Scale
Siit’s platform redefines internal support through AI-powered automation and deep integration. Its first-level support bots, like Teams bot and Slack bot, proactively reduce manual requests by suggesting relevant articles and escalating only when necessary, helping teams focus on complex issues. By seamlessly orchestrating service catalogs, workflows, and connected tools, Siit accelerates resolution times and eliminates redundant tasks.
Customizable dynamic forms and request attributes allow teams to capture precise context for each service request effortlessly. Integration with Slack and Microsoft Teams means employees can open and track requests without leaving their everyday communication tools.
IT admins benefit from 360° employee profiles and integrated equipment and application management, providing a holistic view that enables faster, more impactful support. Meanwhile, broadcast messaging and targeted notifications keep employees informed in a timely and non-intrusive manner.
Make the Switch: Future-Proof Your Internal Support
Google Forms and Airtable might be great for getting started, but when it comes to scaling internal support, they fall short — manual workflows, disconnected communication, limited automation, and weak data handling create friction and frustrate employees.
Siit’s AI-powered platform offers a modern, unified solution built specifically to handle complex internal support needs. With deep multi-channel integrations, smart automation, robust security, and powerful analytics, Siit streamlines internal operations, reduces manual effort, and elevates employee satisfaction.
If your team is ready to transform internal support from a patchwork of forms and bases into a connected, efficient, and scalable system, Siit is the partner you need.
Request a demo today or contact the Siit team to discover how we can help you take your internal support to the next level.
