Managed services for better collaboration

Client

The client is a global provider of enterprise class IT services and solutions. Established in 1999, the client specializes in CRM, Enterprise Applications, Data Insights, Business Intelligence, Cloud Management and Mobile solutions.

Business Goal

The client was experiencing increasing BAU disruptions arising from high incident resolution times, breached SLAs and a lack of preventive maintenance related to its SharePoint platforms. This was a result of the client’s inability to manage the complexities associated with supporting multiple versions of SharePoint and the lack of a unified, accountable support structure to improve user experience.

Microland Solution

Microland’s global experience in configuring, rolling out and managing SharePoint implementations as a Microsoft partner helped the client streamline SharePoint management and achieve unified support services for multiple end-users. To ensure world class outcomes, Microland provided:

• Continuous up-skilling and cross-training of end-users to improve utilization and optimally leverage SharePoint as a collaboration environment
• Proactively identified recurring problems and provided resolution
• Regular updates and audits for SOPs and Known Error Database (KEDB)
• Domain-specific support through experienced and skilled SMEs
• Increased availability of SharePoint sites through faster ticket resolution

Business Outcome

The outcome of enhanced sites availability was an immediate improvement in end-user satisfaction. Among the benefits experienced by the client were:

• 7% improvement (88% to 95%) in end-user experience
• 17% reduction in incident count that resulted in lowered business disruptions
• Better collaboration and improved go-to-market through the creation of automation scripts, jobs and workflows for SOP oriented tasks
• Reduced errors through automation and regular updates to knowledge base