SharePoint Technical Support and Support for Custom Apps

Our client, a reputed financial group, heavily relies on SharePoint for document management and collaboration. As they faced challenges in maintaining optimal performance and delivering user satisfaction with their SharePoint environment, they came to us seeking seamless support. Moreover, they were facing challenges in managing the performance of their custom applications as well, so our support was needed to enhance their overall technical capabilities.

The key challenges faced by the client included:

1. Complexity of custom apps: Maintaining and troubleshooting custom applications built on SharePoint.
2. User support and training: Providing timely and effective support to a large user base with changing technical needs.
3. Incident management: Managing and resolving incidents quickly to minimize downtime.
4. Ongoing maintenance and updates: Keeping SharePoint updated with the latest features and security patches.

By coming to us, the client has immediately got dedicated support that would help them resolve all the issues, along with out-of-the-box support. SoHo has allocated a team responsible for providing L1, L2, L3, and L4 support, increasing the efficiency of the SharePoint systems and applications.  

1. Performance monitoring- starting from speed monitoring to bugs, we paid heed to all the areas of the applications, ensuring the issues were addressed to the concerned team and resolved soonest possible to avoid any performance issues.
2. Robust knowledge management: The client uses Confluence for comprehensive knowledge management, where we enable them to create a knowledge base and various documents seamlessly supporting on every level the issues faced.
3. Training- We understand the users’ difficulties when new features are introduced. From simple to complex features, we ensure we're available to train users if they encounter any challenges.
4. Seamless integration: The client, with widespread offices and multiple employees, uses a custom app for employee onboarding that integrates with Workday. Our team at SoHo ensures data is integrated seamlessly. If any data fails to update in the application, we identify errors in the workflow and resolve them promptly.

Our SharePoint Online and Custom app support has helped the client to run these systems flawlessly without any hiccups making the work of employees smoother. Starting with 1 or 2 employees, there is a SoHo’s team now who ensures around 25 custom applications of the client work smoothly, enabling them to focus on their business and client satisfaction.

• With seamless work comes satisfied customers. The client has increased user satisfaction due to effective support and faster query resolutions.
• The client now can witness noteworthy improvement in SharePoint performance, with fewer incidents and rare downtime.
• As our teams effectively identify glitches and improvise them quickly, the client’s SharePoint and custom apps are up-to-date and secure.
• Being trained thoroughly, the client’s staff is well equipped to handle the systems and deliver more efficient support to the customers.

Overall, our support has helped the client generate a larger and more satisfied customer base through improved system performance, faster troubleshooting, and continuous evolution of service offerings.