A Cireson Customer Success Story
Company Overview
The Learning Enrichment Foundation (LEF) is a Toronto-based nonprofit dedicated to community empowerment through employment services, skills training, youth programming, settlement support, and child care. With a wide range of programs serving diverse community members, LEF needed a reliable and accessible IT service management solution to support their mission-driven work.
HQ
Toronto, Canada
Founded
1978
Employees/ Agents
~450/10
Industry
Nonprofit & Community Services
Website
https://lefca.org
A Culture-Changing
ITSM Solution
To modernize its IT service delivery, LEF turned to Tikit by Cireson, embedding the tool within Microsoft Teams and branding it “LEFy” to make the transition feel familiar and approachable. Staff could now submit, track, and receive updates on tickets directly in Teams—no separate login, no confusion about where to go for help.
LEF paired this rollout with a thoughtful strategy that prioritized user engagement and internal branding. Key elements included:
- Live demos and surveys to gather feedback from staff
- Storytelling and branded messaging to introduce “LEFy” as part of daily work culture
- ITIL-based processes to formalize service request, incident, and project workflows
- Increased visibility into open tickets, improving communication across teams
“The implementation of LEFY at LEF was so easy. It really made tracking open tickets simple and saved so many unnecessary emails using Teams,” shared a senior staff member. “The status of the open tickets was so easy to find, and updates were very timely. This has greatly improved the efficiency of IT tickets and ensures we don’t even have to think about who to send an issue to.”
Challenge
Before adopting Tikit, LEF relied on outdated and fragmented ticketing processes that made it difficult to track service requests, communicate efficiently, or resolve issues quickly. Without a centralized, structured ITSM solution, internal support was inconsistent, visibility was limited, and both staff and IT team members experienced frequent delays and frustration.
Outcome
LEF implemented Tikit directly within Microsoft Teams and branded it “LEFy” to make adoption approachable and intuitive. Alongside the rollout, the team introduced ITIL-aligned practices across service request, incident, and project management to bring structure and scalability to IT support. As a result, they’ve seen faster ticket resolution, increased satisfaction, and improved reporting—enabling the organization to better support staff and focus on community outcomes.
“It’s not just a help desk,” the team shared. “LEFy became part of our culture. It gave us the structure we needed, but in a way that felt like us.”
Real Results for a Lean Team
Despite having a small IT team, LEF now closes an average of 7 tickets per day, most resolved in under 24 hours. More importantly, the process now feels seamless for users and measurable for leadership. With LEFy, the team has achieved:
- Faster ticket resolution and turnaround times
- A significant reduction in internal email volume
- A more structured, reliable support experience
- Easy visibility into ticket status and trends
- A growing culture of self-service and continuous improvement
Empowering the Mission
For LEF, Tikit isn’t just a support tool—it’s an extension of their mission. By making IT support more efficient, transparent, and user-friendly, the organization can spend more time focusing on its core purpose: delivering community programs that create lasting change.
“It’s not just a help desk,” the team shared. “LEFy became part of our culture. It gave us the structure we needed, but in a way that felt like us.”
The Learning Education Foundation has been selected as a winner for the 2025 Cireson ITSM Awards for the category of Best ITSM Process.
