A Cireson Customer Success Story
Company Overview
A2 Global Electronics + Solutions is a leading distributor of electronic components and supply chain services with more than 40 years of industry expertise. Headquartered in St. Petersburg, Florida, the company operates worldwide, helping customers source, manage, and authenticate critical electronic components with speed, quality, and reliability.
HQ
St. Petersburg, FL
Founded
1989
Employees/ Agents
500+ /40
Industry
Electronics
Website
a2globalelectronics.com
From Zero to a Purpose-Built System
When Jake Cook, Director of Business Support at A2 Global, first started exploring ticketing systems, he wasn’t looking for a standard IT service desk. “We didn’t have one to begin with,” he explains. “Our use case was not ITSM. We had a need in our operations group for tracking requests that come into our group as well as a quoting tool for our lab.”
This requirement set the tone for the entire search. A2 Global wasn’t replacing inefficient technology; it was building something entirely new. That meant flexibility was the top priority. Jake recalls:
“Customization was it. Because we have a very niche application, it’s weird and different. We needed something flexible enough to handle that.”
Tikit wasn’t the only contender, but what set Tikit apart was the willingness to show adaptability rather than just talk about it. Shaun, from the Cireson team, built a demo instance modeled precisely on A2 Global’s workflows.
“That really put you guys over the edge,” says Jake. “Your ability to model on the fly what we were looking for and demonstrate that flexibility—that was the key decider.”
A Hands-On Implementation Journey
Proving flexibility was only the first step. Implementation presented its own challenges because of the sheer complexity of A2 Global’s requirements. The team envisioned extensive customizations, Power Automate workflows, and connections to internal systems.
Instead of a standard remote onboarding, Tikit sent a solutions engineer, Justin, onsite for a week in Florida. Sitting across the table from Jake, they built and refined the system in real time.
- Gathering requirements directly from A2 Global stakeholders
- Configuring automations in Power Automate
- Linking Tikit to internal systems
- Testing and adjusting workflows on the spot
“It was about five months before we went live,” Jake explains. “Justin continued working with me throughout the process, tweaking, making sure it was right. Your team made it seamless and helped educate me so I could self-serve.”
That blend of co-building and knowledge transfer left A2 Global not only with a working system but also the confidence to manage and expand it independently.
Challenge
- Support highly specific and unusual workflows
- Offer deep customization and flexibility
- Integrate seamlessly with Microsoft Azure and internal systems
- Scale as the business grew
Outcome
With Tikit, A2 Global built a tailored, automated solution that transformed operations:
- A custom demo proved flexibility from day one
- A hands-on implementation process brought Tikit engineers onsite to co-build workflows and automations
- A self-service model empowered A2 Global staff to adapt and evolve their system without vendor reliance
- A partnership-first approach meant continuous support, responsiveness, and long-term collaboration
" Your team made it seamless and helped educate me so I could self-serve."
Transforming Adoption with Service Catalog
For any ticketing system, adoption hinges on usability. A2 Global’s end users had varying levels of technical ability, and success required simplicity.
The launch of Tikit’s menu-style Service Catalog became a turning point. Instead of relying on Teams chat submissions, employees gained a clear, visual portal where they could click once and access exactly the form they needed.
Jake explains:
“A one-stop shop web page where our users can visually see and do one click to get the form they need—that’s crucial for success.”
Since rolling out Service Catalog, A2 Global has found that requests are standardized, easier to track, and less dependent on informal communication.
The Power of Flexibility and Partnership
Technology was only half the story. For Jake, the real differentiator was the Cireson team’s responsiveness and willingness to adapt.
“Your customer service, and your ability to flex with our needs, stood out,” he says. “I’ve been a product manager myself. There are a lot of good products out there. But having a great service team to pair with that is what takes you to the next level above everybody else.”
This partnership-first approach gave A2 Global confidence not just in the product, but in the ongoing relationship. Whether it was a tricky workflow or a new feature rollout, the Cireson Sales and Customer Success Teams were available to guide, troubleshoot, and collaborate.
Results at a Glance
With Tikit, A2 Global has:
- Replaced manual processes with a structured request and quoting system
- Built complex automations through Power Automate integrations
- Streamlined adoption with a one-click Service Catalog portal
- Empowered operations staff to self-serve and manage workflows
- Gained a long-term partner invested in their success
And for organizations considering Tikit, Jake has a simple message:
“Stop looking. You probably found what you need. Tikit is so flexible, I think you can pretty much make it whatever you want.”
Looking Ahead
For A2 Global, Tikit isn’t just a tool—it’s a foundation for operational efficiency and scalability. What began as a need for request tracking and lab quoting has evolved into a customized, automated system that continues to grow with the company.
By pairing flexibility with partnership, Tikit has given A2 Global more than software. It has delivered confidence, adaptability, and a trusted relationship that will support the company’s global operations for years to come.
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