30 Second Case Study
Microsoft platform to Google Workspace Transition
This case study explores the successful partnership between Mechdyne and a Healthcare client during their migration from the Microsoft platform to Google Workspace.
A HealthCare Client was facing a critical transition from Microsoft to Google Workspace. They partnered with us to establish a robust service desk for seamless user support. The project aimed to navigate multiple phases, from addressing “how-to” questions to triaging and resolving issues.
Challenge:
The project, initiated in October 2020, posed logistical challenges, including hardware delays and staff turnover. Tracking delayed shipments and ensuring timely replacements became ongoing tasks. Staff turnover necessitated swift backfilling, adding complexity to maintaining support coverage and training replacement agents promptly.
Solution:
We developed a comprehensive staffing model, tailored job descriptions, and engaged a staffing agency to ensure the right skill sets. A meticulous Project Plan was executed, encompassing 24×7 support for 37,000 users. We provided ACD tools, Jive, for call handling, along with access to FootPrints ticketing and reporting capabilities. Adaptive training sessions and daily reporting optimized support operations.
Outcome:
The project kicked off on 2/1/21, supporting 2,500 users and expanding seamlessly to the full user base. Daily reports facilitated agile adjustments based on contact trends. Despite unforeseen challenges, the project, initially set to conclude on 7/31/21, showcased resilience and adaptability. Support was extended through 6/30/22, facilitating a seamless transition to the internal client service desk.
We played a pivotal role in navigating challenges, implementing agile solutions, and providing continuous support, ultimately empowering HealthCare Client for ongoing success in their evolving IT landscape.