Scaling Challenges with Internal Support

As a fast-growing B2B software company, Vidyard has rapidly expanded its team and scope of services over the past 18 months. This growth has brought new challenges for Vergil, Vidyard’s IT Manager, and his team as they work to keep up with the increase in support requests and maintaining compliance standards.

Vidyard was finding that employees would often bypass available resources and come directly to the help desk with repetitive questions. This created a backlog that pulled the IT team away from more strategic initiatives. Vidyard knew they needed a solution to streamline these common inquiries and free up his team’s time so they set out to find something better.

Risotto Automates 56% of Vidyard’s IT Tickets

Vidyard was interested in Risotto, to provide instant answers to common questions, and its potential to improve compliance by automating software access requests. They added Risotto to their IT, HR, and Dev teams, leveraging the tool’s natural language capabilities to handle a wide range of inquiries.

Their team is excited to see that Risotto automatically resolves or handles initial triage for 56% of their support tickets.

“We wanted to implement more standardization and automation in our help desk, but there wasn’t an easy way in Slack without clunky custom work. Risotto helped us do that” Vergil explained.

Improving Compliance and Audit Efficiency with IGA

One of the big benefits Vidyard has seen from Risotto is its its improvement of their compliance efforts. As part of their SOC 2 audit, the company needs to provide detailed evidence of their access control processes.

“Our control for SOC 2 is that access to privileged systems is approved by a manager,” said Vergil. “Risotto is able to automate the approval process and ticket tracking portion which is exactly what we needed.”

Today, rather than sifting through unstructured email threads and Slack messages, Vidyard can now simply pull the relevant ticket information from Risotto’s centralized system. This streamlined the evidence collection process, saving the team significant time.

Empowering Employees and Boosting Productivity with Risotto

In addition to the compliance benefits, Risotto has also helped empower Vidyard’s employees to find answers on their own. Rather than always coming to the help desk, users can interact directly with Risotto to get the information they need.

The self-service capability has freed up Vidyard's IT team to focus on strategic priorities.

Expanding Risotto’s Impact Across Departments

As Vidyard continues to grow, they see opportunities to further leverage Risotto to streamline internal operations for multiple departments and make internal knowledge management easier. They are particularly interested in integrating the tool more deeply with their Confluence knowledge bases to provide more comprehensive search capabilities and allowing other teams to leverage the tool’s DM functionality.

“It is a great help for documentation and maintaining records and it highlights for us internal sources that need to be updated.” Vergil mentioned. 

All together, Vidyard’s positive experience working with the Risotto team has reinforced their confidence in the solution’s ability to scale and adapt to the company’s evolving needs. Risotto and Vidyard are looking forward to continuing to collaborate on driving internal efficiencies and improving security and compliance postures.

Why Vidyard Recommends Risotto

With Risotto, Vidyard has successfully:

• Reduced interrupt-driven work, allowing IT and security teams to focus on high-value tasks.
  

• Centralized security and IT requests, reinforcing a security-first culture.
  

• Accelerated employee onboarding, helping new hires get answers faster.
  

• Maintained business continuity, ensuring seamless support even during offsite events.