Better Business Through Better IT – The TigerFeet SysAid Story

You might have heard the phrase, “Every company is a technology company, no matter what product or service it provides.” This is very true for TigerFeet, which is well-known in the UK for supplying greeting cards, party supplies, and gift items. Headquartered in Manchester, TigerFeet’s operations span eight warehouses across the UK, with customers serviced both online and in-store.

Technology has long played a part in TigerFeet’s success, with the ability to better serve customers a key priority that’s increasingly dependent on better IT and business operations. TigerFeet’s technology ambitions mirror the strategic moves of industry-leading companies like Walmart or Zara that have leveraged advanced technology management systems to transform their operations. By integrating data-driven solutions, these companies not only boosted employee satisfaction with streamlined, automated workflows but also dramatically enhanced efficiency in their operations. 

This blog explains how SysAid Spaces is helping TigerFeet improve its business operations and outcomes through better IT.

This blog explains how SysAid Spaces is helping TigerFeet improve its business operations and outcomes through better IT. #ITSM #ServiceDesk Share on X

TigerFeet’s key IT challenges

Luke Scott, an IT Support Analyst at TigerFeet who provided the input for this blog, plays a vital role in ensuring reliable business operations. From fixing printer issues to maintaining stable Wi-Fi, he helps ensure TigerFeet’s daily operations run smoothly.

However, before employing SysAid Spaces, TigerFeet’s IT team was overwhelmed by scattered emails (for help and services) and lost messages due to the lack of a centralized ticketing system. This disorganization hindered employee productivity and caused frustration among the IT team.

TigerFeet’s IT asset management was also chaotic, with the IT team reliant on an Excel spreadsheet and Post-it notes for documenting and checking assets. One of the IT team’s biggest struggles was figuring out who had what assets, especially with so many team members working remotely.

However, not all the technology challenges were felt by the IT team. For example, the TigerFeet Product Data team struggled with incorrect product-item data, such as wrong weights and miscategorized items. This made it difficult for TigerFeet to efficiently operate when handling customer demand.

How SysAid Spaces helped

SysAid provided TigerFeet with a centralized ticketing system that integrates IT incident handling, change requests, and problem management. The SysAid asset management capabilities also offer TigerFeet clear visibility of assets, allowing for easy tracking of IT equipment and remote connections via TeamViewer.

SysAid’s capabilities also addressed the Product Data team challenges, improving data management and process efficiency. Luke points out that “SysAid was chosen because it offered a complete package that simply worked better than other options.” Recognizing SysAid’s ability to provide far more than traditional IT support capabilities.

TigerFeet’s new system isn’t just another IT management tool. Instead, it’s a strategic corporate response to the evolving needs of industries like manufacturing and retail in the UK, where traditional IT management capabilities often struggle to keep up with rapid technological advancements.

Many companies face similar issues, such as delayed IT ticket resolutions, fragmented IT service delivery and support data repositories, and frustrated employees juggling manual tasks. As called out later, TigerFeet was able to significantly improve issue resolution time, centralize its data, streamline its asset management capabilities, increase IT productivity and communication, and improve employee satisfaction scores.

Is your organization suffering from delayed IT ticket resolutions, fragmented IT service delivery and support data repositories, and frustrated employees juggling manual tasks? Here's how @SysAid can help. #ITSM #ServiceDesk #GenAI Share on X

What TigerFeet’s SysAid use currently looks like

Post-implementation, SysAid has become TigerFeet’s go-to tool for handling IT incidents, change requests, and problems, plus project management. The integrated SysAid asset management capabilities, service desk automation (including escalation, routing, and notifications), priority matrix, and IT self-service portal – accessible via Microsoft Teams – have transformed TigerFeet’s IT management processes.

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

The TigerFeet Product Data team also implemented SysAid to address its challenges with incorrect item data. But there are still more opportunities for SysAid Spaces to help.

Example TigerFeet IT benefits

SysAid has helped TigerFeet’s IT team to be more organized and work faster. It now has clear ways to track tickets, manage assets, and communicate. This has made everyone happier and helped TigerFeet focus on what it does best – efficiently delivering celebratory products to customers.

In terms of example IT service delivery and support benefits, with SysAid, TigerFeet has realized the following:

•  A 75% improvement in issue resolution time. SysAid Spaces has significantly enhanced the efficiency of TigerFeet’s IT operations, delivering 75% faster issue resolution. While most tickets still come via email, SysAid Spaces has transformed how TigerFeet’s IT team handles tasks.
• Streamlined asset management. SysAid’s asset management capabilities provide clear visibility of assets and have streamlined processes, which has improved IT operations and end-user satisfaction.
• Increased IT productivity and communication. The SysAid Ticket Journey feature and improved workflows have boosted employee productivity and facilitated better team collaboration.

Are you looking to streamline your IT asset management? How about increase IT productivity and communication? Fancy improving your IT incident resolution time like Tiger Feet did? See here how @SysAid can help. #ITSM #ServiceDesk #ITAM Share on X

TigerFeet feedback on SysAid Spaces

With Ticket Journey, Luke and his team can leave chronological notes in tickets, making it easier to reference records and troubleshoot faster. Luke states, “It saves me so much time. I no longer need to go through every step manually. On average, it resolves issues 75% faster.”

The team also collaborates 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.

The TigerFeet feedback on SysAid Spaces has been overwhelmingly positive. Its user-friendly design makes everything easier and smoother, and Luke’s a big fan of the inline editing feature. Where, instead of opening tickets one by one, he can quickly make changes from the list.

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

Looking ahead

TigerFeet plans to leverage more SysAid capabilities and is considering an upgrade to artificial intelligence (AI)-driven automated processes. This will help further streamline the IT team’s workload, boost productivity, and improve end-user satisfaction.

Additionally, TigerFeet aims to extend SysAid’s capabilities and benefits to other departments, such as Human Resources (HR) and Facilities, to improve operations and enhance service experiences across the organization.

If you want to learn how SysAid Spaces will help your organization, check out our free demo.