Tiger feet

SysAid Spaces Transforms Tiger Feet’s IT Landscape

Customer Profile

Tiger Feet has been a well-known name in the UK’s market for greeting cards, party supplies, and gift items since 1984. Headquartered in Manchester, their operations span a network of eight warehouses across the UK. Recently, they rebranded to broaden their product range and make shopping easier both online and in-store.

The Role of IT

Luke Scott, an IT Support Analyst at Tiger Feet plays a vital role in ensuring smooth operations. From fixing printer issues to maintaining stable WiFi, he ensures the company’s daily tasks run without a hitch.

Challenges Before Adopting SysAid

Before implementing SysAid, Tiger Feet’s IT department was overwhelmed by scattered emails and lost messages due to the lack of a centralized ticketing system. This disorganization hindered productivity and caused frustration among the team. To streamline their IT processes, a more efficient solution was essential.

Choosing SysAid

“SysAid was chosen because it offered a complete package that simply worked better than other options,” said Luke.

SysAid became their go-to for handling incidents, change requests, problem management, project management, and more. The integrated asset management, service desk automation (escalation, routing, notifications), priority matrix, and self-service portal—accessible via Microsoft Teams—transformed their processes.

The Product Data team at Tiger Feet also decided to implement SysAid, as they faced challenges like managing incorrect item data (e.g., wrong weights, items incorrectly categorized, and so on). SysAid proved to be an excellent solution for both the IT and Product Data team.

SysAid for Asset Management

Before we started using SysAid, managing assets at Tiger Feet was a headache. We were keeping track of everything in our heads, using a messy Excel sheet for some items, and even relying on post-it notes for records.

One of our biggest struggles was figuring out who had what assets, especially with so many team members working remotely. Each person had different needs, which made it tricky to distribute equipment. But then SysAid’s asset management system came along and changed everything. It finally gave us the clarity we needed to track who had which devices.

“Now, with SysAid, connecting via TeamViewer is super easy, and we always know exactly what equipment we need to retrieve,” Luke said. The improved visibility has really streamlined our asset management process, making things better for both IT and our end users. Looking back, it’s clear that this change has made a huge difference for us!

The Transition to SysAid Spaces

Luke led the transition to SysAid Spaces, with Tiger Feet’s CSM playing a key role in guiding the team through the process and ensuring a smooth switch. From the start, Luke believed SysAid Spaces would simplify their operations, and the new interface proved easy to use from day one.

Switching from SysAid Classic to the new Spaces UI was a significant step. Immediate improvements in communication were noticeable, and the new “Journey” tab simplified tracking issues.

Key Features and Benefits

• Ticket Journey: This feature allows Luke and his team to leave chronological notes, making it easier to reference records and troubleshoot faster.
  “It saves me so much time. I no longer need to go through every step manually. On average, it resolves issues 75% faster.”
• Improved Communication: The team can now collaborate more effectively thanks to the Ticket Journey Feature, which provides full visibility into the entire ticket, including its history, and key highlights—all in one place.
• Increased Productivity: Streamlined workflows and faster updates have boosted overall productivity.

Luke put it best: “SysAid’s my best friend. I spend all my time with it, and it helps me solve all my team’s problems.” He added with a grin, “With SysAid Spaces, everything’s easy to access. It makes dealing with tickets fun.”

The feedback on SysAid Spaces has been overwhelmingly positive. Its user-friendly design makes everything smoother, and Luke’s a big fan of the inline editing feature. Instead of having to open tickets one by one, he can quickly make changes right from the list—saving loads of time. This has boosted productivity and made end users happier across the board.

Impact on the Organization
While most tickets still come via email, SysAid Spaces has significantly transformed how Tiger Feet handles IT tasks. The team has experienced a 75% improvement in issue resolution time, resulting in increased efficiency and happier end users. Tiger Feet has yet to fully leverage the reporting capabilities, so the percentages provided were calculated by us based on closure times before and after implementing SysAid Spaces.

Future Goals

Looking ahead, Tiger Feet plans to leverage SysAid’s capabilities by considering an upgrade to AI-driven automated processes. This will help streamline the IT team’s workload, boost productivity, and improve end-user satisfaction. Additionally, Tiger Feet aims to extend SysAid’s benefits to other departments such as HR and Facilities, enhancing the overall experience across the organization.

Conclusion
Tiger Feet’s move to SysAid Spaces has truly revolutionized their IT operations, helping them provide top-notch service and support their growth ambitions. The switch has made workflows smoother and sped up issue resolution. Where they once struggled to keep tabs on incoming tickets, their progress, and priorities, they now have a clear view of everything. They can track issues, document fixes for both end users and internal use, and even have a dedicated space for discussing specific problems.

This change has boosted their department’s performance and greatly improved end-user satisfaction. With SysAid’s ongoing innovations, Tiger Feet can focus on what matters most—helping their customers thrive. Luke has been full of praise for their CSM, who played a key role in the seamless transition to SysAid Spaces. We couldn’t be prouder to support Tiger Feet in their IT journey.