An Integrated Business Solutions technology company based in Norway, catering to the Oil & Gas, Shipping and Energy industries. Their core product (business platform) is designed and developed to improve business processes, quality systems, customer relationship management, OH&S and other core functions of any business serving the energy and shipping industry.
Required ongoing support and maintenance for their Business Application that was being used by over 100 end customers globally
Required monitoring, maintenance and support of their own infrastructure set up across multiple farms.
Provide 24X7 support
Developed and operates a SharePoint based ticket system with the client to handle all support requirements
Provided a team of dedicated and experienced SharePoint developers to handle full support of the client solution
Highly experienced team of SharePoint administrators to manage and maintain the cloud-based infrastructure
Adopted process driven operations for support
Established and follow a standard operating procedure for disaster management and recovery
Conducting regular knowledge transfer and technology update sessions within the team to ensure all resources have sufficient experience, knowledge and confidence to provide a seamless user experience
Efficient customer support for all the end customers across the globe by providing best of resources and technology
Significant reduction to the costs and effort spent by the client in directly providing support to their customers
Automated notification process in the ticket system ensures that the customer users are regularly updated of their ticket progress