SharePoint Intranet with Automated Ticket Management

Client

The Client is a national US bank with $1 billion+ in assets. The bank’s activities are centered around commercial lending and deposits.

Challenge

Having classic SharePoint Online intranet, the Client wanted to convert it to a modern experience, integrate the intranet with their Directory Services, and update the intranet’s security. The Client also needed to create the intranet’s architecture to reflect the company’s organizational structure and workflows. To streamline management of IT-related employee requests, the Client needed integration of the intranet with a third-party ticketing solution that was easy to use and could be deployed across the enterprise. The Client commissioned ScienceSoft, an experienced SharePoint intranet developer, to customize the look, feel and functionality of the corporate SharePoint intranet.

Solution

ScienceSoft’s team thoroughly studied the Client’s needs and successfully fulfilled the project within 3 months.

Our SharePoint team started with building the intranet’s structure, which consisted of a hub site and department sites. They also created a custom organization chart that used data from Azure Active Directory and allowed filtering the company’s employees, for example, by department.

ScienceSoft’s team enabled document search within a certain department. Our team also implemented filtering the intranet’s content by type, author, and other attributes. What’s more, ScienceSoft’s team created an approval workflow for content publishing, which helped accelerate publishing new content to the intranet. In addition, a custom internal wiki was deployed, which served as a digital library across the bank.

Our SharePoint team smoothly integrated the intranet with a third-party ticketing system, which helped streamline handling IT requests. Also, the team helped the Client configure the ticketing tool to meet their specific needs.

Results

Due to the intranet customization, the Client got an intranet with a modern look and feel, organized structure, empowered employee functionality, and robust document search. Due to the integration with the ticketing system, employees could create IT-related requests conveniently right from the intranet. The approval workflow helped streamline updating of the intranet’s content. This was accomplished on time and within the budget allocated.

Technologies and Tools

SharePoint Online, Azure Active Directory