Simplifying IT Management at AngelList with Siit

AngelList is the go-to fintech platform for General Partners (GPs) to start, raise, and deploy their next fund. In the process of building the infrastructure that powers private markets, AngelList encountered some internal IT hurdles.

The Problem

Lacking a dedicated IT management system, AngelList faced operational challenges. Rey Davila, AngelList’s IT Manager described a scenario where HR was handling IT tasks, and Slack channels were awkwardly linked to an Asana board. Tools were added without a central plan, leading to inefficiencies and the need for constant cleanup. “Using emoji reactions to create Asana tickets was inefficient, especially with the influx of daily tickets. I needed a separate system for IT tasks that could scale,” says Rey. When Rey joined AngelList he needed a solution that could prioritize and organize IT tickets without the complexity of a heavyweight system. The goal? A straightforward system that integrated seamlessly with the tools they were already using. 

The Solution

AngelList partnered with Siit to deploy an automated, user-friendly ITSM, simplifying request and asset management. “When searching for any new IT tool my main rule is: once it's rolled out, I shouldn't have to tinker with it. Siit excelled with its ease of use for both employees and admins, plus seamless Slack and Rippling integration,” says Rey. The Rippling-Siit integration streamlined ticket logging and action-taking, while the Slack integration helped keep all tickets conversational, hitting the IT department's core needs. It was operational in under a week, using their original IT help desk slack channel which made the roll out even easier. Siit’s feature of converting direct messages into tickets was a game-changer, organizing work without altering user habits. "I’ve seen a huge improvement in handling older tickets, which used to slip through the cracks. In Slack, I’d have to scroll back through old threads to figure out which requests were still open. With Siit, I can quickly filter incomplete or stagnant tickets, so they’re much easier to track and close." says Rey. 

The Result

Siit brought immediate improvements to AngelList's IT management. Automating onboarding requests via Rippling and converting Slack tickets to Siit requests sped up response times and ensured efficient follow-ups. Siit's organizational features enabled Rey and his team to manage and close tickets faster, even as AngelList spun off a new company, Belltower Fund Administration. Siit streamlined IT operations between AngelList and Belltower, maintaining seamless collaboration. Siit's Reporting offers valuable insights into ticket volumes. "Weekly reports and analytics from Siit are what drive my yearly roadmap,” says Ray. Compared to previous systems, Siit stood out for its simplicity and seamless workflow integration. "Using Siit feels like you're interacting with a person, not just a system,” says Rey. Smart replies further enhanced ticket resolution times, making Siit an indispensable tool in AngelList's IT arsenal. Overall, Siit improved AngelList's IT processes, allowing Rey and his team to focus on delivering value without the distractions of complex system management.