Conversational Relationship Platform Customer Story
Empowering a Distributed Workforce with Automated IT Asset Management for a Conversational Relationship Platform (CRP)
About the Company
This Conversational Relationship Platform (CRP) is designed to help businesses build stronger customer relationships through personalized, messenger-based interactions. As the only platform supporting conversational experiences across the customer journey, they power over 500 million conversations monthly among 4 billion unique end users. With 30,000 paying customers—including Facebook, Amazon, and Lyft—the platform serves as a critical tool for Conversational Marketing, Engagement, and Support.
The Challenges
A Conversational Relationship Platform (CRP)’s rapid growth and distributed workforce introduced mounting IT asset management complexities. As they tried to track assets across five global offices, the company needed a scalable, automated solution to replace manual processes and support compliance demands.
- Time-consuming, error-prone, spreadsheet-based tracking
- Inability to quickly locate assets for security or compliance
- Difficulty supporting SOC 2 and GDPR requirements
- No centralized system to manage device assignments, ownership, or aging data
- Limited ability to scale processes to match company growth
The Outcomes
Implementing Oomnitza brought clarity, control, and compliance to the platform’s IT operations. With automation and integration, asset tracking and audit prep became streamlined and accurate.
- Automated reporting and faster ticket resolution
- Direct support for GDPR and SOC 2 compliance
- Improved data hygiene and reduced manual labor
- Simplified onboarding and support processes
- Enhanced collaboration across IT, compliance, legal, and finance
Transforming IT Asset Management for a Global, Remote Workforce
A rapidly scaling SaaS leader in conversational customer engagement, the platform faced escalating challenges managing IT assets across five offices spanning three continents. The sudden shift to remote work during the pandemic further complicated device distribution, tracking, and security.
With a small IT team juggling multiple roles across IT, HR, legal, and compliance, manual asset tracking through spreadsheets became a bottleneck—slowing down response times, increasing risk exposure, and threatening compliance with critical standards like SOC 2 and GDPR.
Recognizing the urgent need for a scalable, integrated solution, they turned to Oomnitza’s unified IT asset management platform. The transition replaced fragmented, manual workflows with automated, real-time asset visibility, streamlining device tracking, assignment, and security processes. By integrating with existing tools, such as Okta, Jamf, and Intune, Oomnitza empowered the platform’s IT, compliance, and finance teams with reliable data for audits, faster ticket resolution, and improved planning.
This transformation not only enhanced the CRP company’s compliance posture—helping pass SOC 2 audits with confidence and supporting GDPR obligations—but also boosted operational efficiency, reduced manual effort, and fortified security across its distributed workforce. Their experience illustrates how modern ITAM solutions can enable hyper-growth companies to maintain control, compliance, and security while scaling globally.
Struggling to Scale IT Operations in a Distributed Environment
As the company expanded rapidly with a distributed team, their IT asset management became fragmented and inefficient. The pandemic-induced shift to remote work exposed critical gaps in visibility, tracking, and compliance—highlighting the need for a scalable, unified solution.
As the IT Lead for the platform put it, “We realized our systems were really antiquated. We needed something that would scale with the rapid growth of our company.”
"Oomnitza just made the most sense. It was the most well-rounded solution.”
IT Lead
CRP Platform
Limited Visibility and Manual Tracking
Managing IT assets with spreadsheets made it nearly impossible for the team to identify which devices were located where and who was using them. The IT Lead had no way to generate quick reports or track assets across global offices.
“We are the first line of defense when someone loses a laptop or leaves it in the back of an airplane, coffee shop, or vehicle that is burglarized. We had no easy way to generate a report, say, showing all devices in the Dublin office and who was using them,” he claimed.
Burdensome Compliance Requirements
Preparing for audits and maintaining certifications like SOC 2 became a significant pain point due to data fragmentation. The IT Lead admits they eventually reached a tipping point.
“We got a small yellow flag on our SOC 2 certification because it would take us so long to find required data by sifting through endless spreadsheets. After that, we moved quickly to find a unified asset management tool.”
Security and Data Hygiene Gaps
Without a central source of truth, tracking asset status in cases of loss or breach was slow and unreliable. The IT Lead emphasized the importance of having up-to-date, accurate data to maintain strong security practices.
Antiquated Systems and Lack of Integration
The company’s legacy systems couldn’t keep pace with their growth or evolving needs. The IT Lead and his team needed a platform that could consolidate asset data, integrate with Okta SSO, and eliminate manual processes.
Complications from Remote Work
The pandemic accelerated remote onboarding and offboarding, requiring a new process for device tagging and shipping directly to employees’ homes. The IT Lead spoke of this shift, saying, “We had to create a process where our vendors do all the device tagging and then drop-ship directly to our employees’ homes.” This further fragmented visibility and control over IT assets.
A Single Source of Truth for Asset Management
Implementing Oomnitza empowered the CRP platform with a centralized system for asset tracking, enabling faster audits, better data hygiene, and seamless integration with existing tools. These improvements reduced manual effort, supported regulatory compliance, and increased operational efficiency across IT and related teams.
Unified ITAM Platform with Extensible Integrations
Oomnitza’s agentless discovery and out-of-the-box integrations with Jamf, Intune, and Okta enabled seamless data unification. The company can now generate real-time reports and insights with minimal effort.
The IT Lead feels confident that “I can now ask someone, ‘Get a report for how many assets of a certain model and a certain year are assigned in Dublin,’ and get the information immediately.”
Streamlined Compliance and Audit Readiness
With Oomnitza, the company’s audit and compliance teams gained direct access to accurate and up-to-date asset information, drastically reducing their dependence on IT for report generation. This autonomy accelerated SOC 2 and ISO 27001 audit processes and enabled the timely fulfillment of GDPR data requests.
“We pass our audits easily now. We spend less time on IT asset management. We feel more confident about our security stance. It’s almost hard to quantify how much things have improved because it’s so much better now with Oomnitza,” said the IT Lead.
Simplified IT Support and Onboarding
With centralized visibility, the IT Lead’s team resolves support tickets faster and ramps up new team members with ease, regardless of technical familiarity.
“It makes support work a lot easier because you have one place to look into the state of any machine or asset. This radically reduces the investigation that someone has to do when we get a new ticket, and when we get new people on the team, they may not be familiar with the technology, but Oomnitza makes it easy to figure everything out.”
Improved Cross-Departmental Planning and Control
Accurate and timely asset utilization data has enhanced collaboration between IT, finance, procurement, and legal teams. The company can now make data-driven decisions on equipment refresh cycles, budgeting, and compliance strategies. This holistic approach minimizes resource wastage and helps forecast future asset needs with confidence.
“Oomnitza already provides a first line of legal defense against CCPA by improving response time to theft and breach incidents.”
Enhanced Data Hygiene and Reduced Manual Labor
Automation of asset discovery, tagging, and data synchronization eliminated many manual processes, greatly reducing the risk of human error. This improved data hygiene ensures asset records are always current and reliable—foundational for security investigations and audit trails. Consequently, the platform’s IT team spends less time on tedious administrative tasks and more on strategic initiatives.
Thanks to Oomnitza, the platform is improving IT asset management by:
- Unifying management of all IT assets across laptops, smartphone, and ChromeOS AV devices into a single, accurate, and responsive system-of-record
- Enabling and streamlining key compliance processes such as SOC 2 and ISO 27001
- Reducing manual labor for teams in IT, Compliance, and Legal
- Improving data hygiene by automating rote data collection and management tasks
- Simplifying key asset management tasks and reducing time-to-resolution on tickets
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