Overview

Kicksaw is a full-service Salesforce consulting partner helping SMB and mid-market companies drive measurable business outcomes through advisory, implementation, and managed services.

With more than 120 employees, Kicksaw relies on Suptask to manage internal support and operational requests for four departments: Business Systems, Finance, Marketing, and People Operations.

The challenge

As Kicksaw grew, internal requests became fragmented across Slack DMs, shared channels, emails, and spreadsheets. Important work was easy to miss, ownership wasn’t always clear, and tracking requests required manual follow-ups.

What worked at a smaller scale started to introduce friction and operational risk. The Business Systems team needed a way to support multiple departments and critical workflows—without adding new tools or increasing administrative overhead.

How Kicksaw uses Suptask

Suptask is Kicksaw’s central system of record for internal support and operational requests, used daily across teams.

Each department owns its own inbox with intake forms and workflows, allowing them to:

• Collect structured requests directly in Slack
• Automatically route work to the right owners
• Manage approvals and dependencies
• Track status, history, and trends in one place
  
  

This setup is especially important for employee lifecycle events such as onboarding, role changes, and terminations, where multiple teams need to coordinate with shared visibility and clear ownership.

Employees simply submit a request to the appropriate department - no need to know who owns what. Suptask handles routing, tracking, and collaboration behind the scenes.

Fast to adopt, easy to scale

Because Suptask runs natively in Slack, onboarding was straightforward and adoption was immediate. Employees didn’t need to learn a new system or change how they work - once forms and workflows were set up, usage became natural almost instantly.

Hands-on, responsive support from the Suptask team helped Kicksaw quickly refine workflows and get value faster, ensuring teams were set up for success from day one.

The impact

By centralizing requests and standardizing intake across teams, Kicksaw has seen clear improvements:

• Faster response times and smoother handoffs
• Fewer missed or forgotten requests
• Less back-and-forth to gather missing information
• Clearer expectations for employees submitting requests
• More time spent executing, not organizing
  
  

Most importantly, Suptask delivers control and clarity at scale. Internal teams can collaborate in context, track progress end-to-end, and support a growing organization with greater consistency and lower operational risk - all while staying entirely inside Slack.

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