Transcript
Club. Leeds United is like any other football club, and what people fail to realise with football is that there's actually two parts to a club, there's the typical football that happens out on the pitch, and then there's the SME side, which is like any other business. Terra keeps us secure, reliable, and the main thing, keeps us always on. We've got about 350 people, full-time members of staff, and then on a match day, as you can appreciate, that ramps up quite exponentially to over 1,000 people that we're having to look after. The types of devices we have, we start from desktops, laptops, mobile phones, but we also then expand into things like tools, point-of-sale devices, PDQs, which is payment devices, turnstiles for allowing people in and out of the stadium, Wi-Fi, as well as what we're doing now, broadcasting. The important thing for me, leading the team, is keeping our customers happy, so making sure that our staff get the response that they need, and Terra's really helping us increase our productivity. So before we had a Terra, we were very much a manual process, so we used spreadsheets, we would use email predominantly for people to rely on IT, and you would have those typical scenarios where people would just walk in the door, so you were constantly disrupted. Certain features in the Terra that stand out would be the AI co-pilot, and the guys are really using that, helping them resolve their tickets much quicker. We use the automation process to benefit the team, using it for software installations. It's really helpful for the new devices, because we were doing that manually before, which did eat up a lot of our time. We use the reporting to try and work with our engineers on days off, training needs, reoccurring issues, just to try and basically streamline the whole process. The onboarding experience with the Terra was a simple experience. We were looking for a system that would capture the issues that we had, but also be able to give us some support, be able to add additional functionality or AI tool sets. It was like having another team member, so instead of having five engineers, I now gained an extra engineer that was able to automate a lot of that process. Using a Terra AI is like having another member of the team. Tickets have been reduced by 25% to 35%, as users are able to resolve most issues themselves. We love using the generate article feature of it, as this not only helps the user with that ticket, but also other users with similar tickets that come in. I would recommend a Terra to any organization who needs to improve their efficiency of their IT team. As I said before, it is like having another member of the team. The automated patch management tool has had a massive impact on the business, as there has been less tickets coming in, saying the machine's slow, and users have found a more reliable and efficient way of working. As the club progresses, I see a Terra joining us on this journey as an essential solution to helping us achieve our goals as a club.
