From Scattered Requests to Seamless Workflows: How Airalo Unified Internal Ops

When Pauric Gallagher joined Airalo as Senior IT Operations Manager, he was tasked with consolidating and optimizing internal processes across the organization.The first thing he noticed? Requests were everywhere, buried in Slack DMs, scattered across channels, and completely untrackable.

“There was no visibility,” he said. “Shadow IT was happening all over the place, and nobody really knew how many requests IT was actually handling.”

Starting with the Basics: IT and HR

Airalo brought on Siit to fix that. IT needed an easy way for employees to submit requests and for the team to manage them. So they started simple: centralize internal support.

With Siit, all IT requests, from onboarding and offboarding to device issues and SOC II compliance, now flow through a single system. No more Slack chaos. No more lost requests. Just clear workflows and full visibility.

In the first year, the volume of tickets tripled. Not because things got worse, but because Siit finally revealed the true demand. Despite the spike, IT maintained a 90 percent satisfaction score. That’s how well the system worked.

HR quickly followed. Their team had been handling every request under a single catch-all category. It wasn’t scalable. With Siit, they broke out services by category, added manager-specific workflows, and used HiBob data to personalize experiences. For example, requests could be automatically routed to the correct HR business partner based on employee data.

The Power of Workflows, Not Just Tickets

Siit was not just a request inbox. It became a full workflow engine. One of the biggest unlocks for Airalo was automating access permissions using Okta Actions.

“Okta Actions is the most amazing thing for us,” Pauric said. “The request goes to the tool owner for approval, and then access is granted automatically. No one has to touch the ticket after that. That won our business because we’re not going to move away from something so good.”

It didn’t stop there. The people team automated off boarding too. A manager submits a request, it is auto-approved, and the user is deactivated in Okta. No manual work is needed. That alone saved hours of back-and-forth across teams.

A System That Grows with You

Airalo didn’t roll Siit out company-wide on day one. They started with two teams, proved the value, and expanded from there. Today, Siit supports:

• IT
• People Success
• People Operations
• Legal
• Finance
• Data
• Security
• Support Ops
• Talent Acquisition

Each team runs its own services and builds its own workflows without needing help from IT.

“Every team that sets up Siit can manage their department’s requests and business processes without needing our help,” Pauric said. “It gives them autonomy and keeps things moving.”

Finance, Unblocked

For the finance team, the biggest pain point was invoice approvals. Before Siit, the process was slow and unclear. Now, it is simple and transparent:

1. The requester fills out a form
2. The manager gets notified for approval
3. Once approved, finance is notified and can pay the invoice

The entire flow is handled in Siit, with zero guesswork or follow-up emails.

Why It Works

Here’s why Siit became the go-to platform for internal ops at Airalo:

• Slack-native experience. Teams live in Slack, and Siit meets them there, keeping requests moving without switching tools.
• Ease of use. Any team can launch its own services and workflows without IT involvement.
• Powerful automations. From Okta permissions to HiBob-based routing, Siit connects the tools teams already use.
• Built to scale. Start with one team, expand at your own pace.

The Outcome: One Platform for All Internal Work

What started as a simple IT and HR help desk quickly became the backbone of internal operations at Airalo. Teams now have a single place to manage requests, approvals, and handoffs. No more tool-switching. No more lost tickets. Just streamlined workflows that keep teams aligned and moving fast.

Siit helped Airalo replace scattered processes and disconnected tools with one connected system. Internal work is no longer chaos. It is organized, automated, and owned by the teams who run it. That is the power of Siit.

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