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Swile is a French fintech company (with nearly 1,000 employees across France and Brazil) originally operating in the digitization of employee benefits, and is expanding by integrating business travel and expense management into its unique platform. Behind the product, an IT team of 8 runs 200+ applications and a service desk that touches every department in the company.
Three years ago, Swile chose Siit. Today, Siit isn't the ticketing replacement it started as. It's the orchestration layer of an AI-augmented IT operation. We sat down with Louis-Marie Fusco, IT Director at Swile, to hear the full arc.
The problem
In 2023, Swile's Slack-native ITSM tool Halp was discontinued. The IT team needed a replacement fast, before falling back into a patchwork of Slack workflows, Notion pages, and Google Forms. And this wasn't only an IT concern: at Swile, the People team and Finance team in France also relied heavily on Halp. Whatever came next had to work for all of them.
But the bigger challenge was downstream. As Swile grew, doubling in two years and then tripling in three, the cracks compounded. More employees meant more requests. More apps meant more accesses to manage. More change meant more risk. Fragmented requests, ad-hoc access, and undocumented permissions weren't a 2023 problem. They were the chronic disease of an IT operation that hadn't yet found its structure.
The solution
Swile partnered with Siit in 2023 for one clear reason: a Slack-native ITSM that could unify everything in one place. Within weeks, 25 teams and 140 users were onboarded. The patchwork disappeared. Cross-department request routing, once a manual chore, became automatic.
Three years later, Siit has grown with Swile. What started as a Slack-native ticketing tool has become the orchestration layer of the entire IT operation: every employee request lands in Siit, an AI agent decides what to route or approve, and the integration with Okta turns approval into provisioning, automatically. The same platform that solved the original fragmentation now powers an AI-augmented service desk.
"Three years in, Siit isn't the ticketing tool we picked. It's the orchestration layer of our entire IT operation."
The result
The numbers from 2023 didn't just hold. They grew. 99% employee satisfaction, sustained through three years of scaling. From 25 teams to 50. From 140 to 320 users on Siit. Three years later, they're not the ceiling. They're the floor.
What's been built on top of that foundation is what makes the operation what it is today:
- End-to-end onboarding: 1 hour → 15 minutes per new hire (same win on offboarding)
- 1 hour saved per day by every operations team, up from 30 minutes in 2023
- 160 Siit workflows deployed across the company, more than double the 75 in place at the start
- 3,900 requests per month handled through Siit across Swile (average over the last 6 months), 610 of them on IT alone
- 100% of IT tickets triaged by an AI agent on Siit, live since June 23, 2026
- An AI agent on Siit in production for ticket triage, cross-referencing, and incident detection
- An IT team that scaled x3 in 3 years to match the company's growth, and is more structured today than ever
The 99% satisfaction from 2023 is now the floor of a service desk that's three years more mature, in scope and in capability.
Three years in: scaling structure and AI agents
The transformation didn't happen in one move. Two unlocks did the heavy lifting.
Access governance, end to end. With 200+ applications in the stack, ad-hoc access management was a ticking risk. Swile rebuilt it with Okta as the identity layer and Siit as the orchestration layer, where every request lands, every decision is made, and every action is triggered. The principle was non-negotiable: no birthright access for new joiners beyond the company default. Every elevated permission is a team membership, requested through Siit, documented, and time-bounded. The result: end-to-end onboarding down from 1 hour to 15 minutes, 90% of daily apps auto-provisioned, and an audit trail to back it up.
"Account creation went from 40 minutes to 5. The unlock was Siit handling the whole orchestration between Slack and Okta."
AI agents that act with context. In 2026, Swile rolled out a clear internal policy: "AI to 200%." A new digital and AI charter, co-built with the legal and security teams, frames how AI is used across the company. Inside the service desk, the IT team built one of the first AI agents on Siit the moment its MCP server shipped. The agent categorizes incoming tickets, cross-references with previous similar tickets, detects whether the issue is a general outage or an isolated case, and suggests a response. Since June 23, 2026, it triages 100% of incoming IT tickets. It operates within boundaries, governed like any human identity in Swile's stack.
"We treat AI agents the way we treat human identities. They are governed."
For the team, the impact splits cleanly:
- For IT Engineers, AI is a catalyst: speed gains x2 to x5 on code, configuration reviews, and pull requests.
- For IT Specialists, AI is an enabler: autonomy on complex topics they would previously have escalated.
"We built our first production AI agent on Siit the moment its MCP server shipped. Today, it triages every incoming ticket."
What's next
The next chapter is more agentic, not less human. On top of the Siit platform, Louis-Marie and the team are breaking recurring IT work into composable capabilities (agents per capability) to automate what still requires manual review: license tracking, log analysis, configuration drift detection. As Siit ships new tools and MCP capabilities, Swile wires them in.
"On Siit, we keep adding capabilities as they ship. The principle stays: gain capabilities, not replace humans. AI doesn't know how to manage. It doesn't know how to decide. Our job is still ours."
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