How Cresta Scaled with Siit for Seamless Global Support

At Cresta, empowering communication is at the core of everything they do. As a leader in real-time AI for contact centers, their mission is not just to enhance customer interactions but to transform them into opportunities for growth and excellence. Their solutions enable teams to exceed their potential, ensuring every conversation is a step towards success.

In their pursuit of operational excellence, Cresta recognized the need to optimize their IT support processes to match their rapid growth. 

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The Problem:  Navigating Rapid Growth with Limited IT Resources

For Cresta, a rapidly expanding company with a team of three managing IT across the U.S., Canada, Europe, India, Australia, and APAC, establishing a robust IT infrastructure was a monumental task. When Jared Allenbrand, Head of IT,  joined nearly four years ago, the IT landscape was virtually non-existent. He recalls having to lay the groundwork by implementing foundational systems like Okta, Jamf, and Intune to support their global operations.

As Cresta's workforce grew from 120 to 350 in just a year, the challenge of handling repetitive IT support tickets became increasingly burdensome. "We were inundated with basic requests like resetting Mac passwords and accessing office Wi-Fi," explains Jared. Previously relying on Jira Service Management and HALP, the team sought a way to automate these tier-one support queries efficiently.

However, as a company deeply integrated with Notion, transitioning to a solution that required Confluence was out of the question. Cresta needed a seamless Notion integration to maintain their workflow. The search for a solution that met these criteria led them to Siit, which promised to streamline their IT operations without compromising their existing systems.

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The Solution: Streamlined IT Support with Siit

In their search for the right solution, Jared tested several options, but Siit stood out as the most straightforward to implement, requiring minimal setup and no extensive AI training. "We couldn't afford a six-week lead time to train a model," Jared notes. With Siit, they were able to plug and play with the demo environment, gradually phasing out their reliance on Jira Service Management within a few weeks. This seamless integration allowed Cresta to streamline their IT operations without compromising their existing systems and tech stack. 

As Cresta's operations expanded, the volume of IT support tickets increased by 50% per month. To manage this increase, Cresta integrated Siit into their IT processes, leveraging Siit’s AI Agent to automate and resolve 30% of incoming tickets. "Siit has allowed us to scale without having to add another head in IT to answer tier 1 tickets," Jared notes. 

One of the standout features of Siit was its ability to provide granular SLAs for each IT agent. This allowed Cresta to monitor individual performance closely, identifying how quickly each agent resolved tickets. "Before, with JSM, we only had an overview of ticket resolution times. Now, we can pinpoint specific agents and address any issues directly," Jared explains. This level of detail not only enhanced accountability but also eliminated the need for building complex dashboards to track SLA data, streamlining the entire process and ensuring more efficient IT support across Cresta’s global operations.

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The Result: Enhanced Efficiency and Strategic Focus

What began as a quest to streamline IT support evolved into a transformative enhancement of Cresta's operational efficiency and employee support. With JSM, Cresta lacked effective internal AI solutions unless they relied on a virtual agent tied to Confluence, which was not ideal for their needs. Siit changed the game by significantly improving the efficiency and cost-effectiveness of Cresta's internal help desk. "Siit has improved our efficiency and cost-effectiveness on our internal help desk and helped us better support our employees," Jared notes, emphasizing the impact on their global operations.

The partnership with Siit provided Cresta with detailed analytics, offering insights into where employees were submitting tickets worldwide. "Seeing the whole map light up in blue, showing ticket origins, is fantastic," Jared shares. This newfound visibility wasn't just a novelty; it was a powerful tool for understanding and optimizing global IT support.

The time saved from automating Tier 1 ticket resolutions allowed Cresta to reallocate resources to strategic projects. In the fast-paced startup environment, where "one week is like a month," this shift was invaluable. The IT team could now focus on improving Okta workflows, refining app assignments, and ensuring seamless data automation between applications.

By eliminating the bottlenecks of manual ticket handling, Cresta's IT team wasn't just saving time—they were enhancing their strategic capabilities, enabling them to drive the company's next phase of growth. With Siit, Cresta has found a partner that supports their ambitious goals and global expansion, ensuring their IT infrastructure is as dynamic and scalable as their business aspirations.

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