30 Second Case Study
Streamlined Microsoft O365 Migration for Healthcare Client
In response to the dynamic needs of a healthcare client, a four-phase migration to Microsoft O365 was undertaken, necessitating a robust support framework. This case study highlights the challenges faced, the strategic solutions implemented, and the successful outcomes achieved during this comprehensive migration.
Challenge:
A healthcare client faced the challenge of executing a four-phase migration to Microsoft O365, requiring robust support for troubleshooting, InTune enrollment, and VIP assistance. Retaining staff between phases and ensuring adaptability to varying user volumes were key challenges.
Solution:
A meticulous approach was taken, starting with detailed planning in Phase 1. A staffing model outlined specific coverage needs, while tailored training equipped staff with O365 and InTune expertise. Integration of Jive for call handling, ServiceNow for ticketing, and Microsoft Teams for communication streamlined operations. The support model was flexible, allowing adjustments for each phase.
Outcome:
The project successfully supported 1,500 users, maintaining 12×7 coverage with a team of nine Level 2 technicians and 30 Level 1 agents. The Phase 1 support model provided a reliable framework for subsequent migrations, ensuring consistency and meeting client and user expectations. Despite challenges in staff retention between phases, diligent re-engagement efforts minimized disruptions, resulting in a successful and streamlined O365 migration for the healthcare client.