SharePoint transformation project for Tideway
Tideway, officially known as Bazalgette Tunnel Limited, is the company responsible for financing, building, maintaining, and operating the Thames Tideway Tunnel. This major infrastructure project aims to modernise London's sewer system to prevent sewage overflows into the River Thames. As a key player in the infrastructure upgrade, our client works closely with several top construction companies.
A project of this scale demands the best in tools and technology – with a leading-edge document management system (DMS) at the very heart of the project.
The challenge
Tideway's document management system relies on Microsoft 365, primarily using SharePoint and Flow for workflows. They have a Help Desk (1st level support) for initial issues and unresolved problems are escalated to a small 2nd level SharePoint support team. ClerksWell steps in to provide deep SharePoint expertise and support.
The Approach
For our client, we provided three key services:
- Overflow Support: We handled excess tickets from the 2nd level support team via ZenDesk, ensuring fast resolution with our top-tier SLA times.
- Issue Resolution & Training: We addressed tickets the 2nd level team couldn't fix, acting as an extension of their team and providing training to enhance their skills.
- System Improvements: We suggested updates to their outdated SharePoint system, holding regular meetings to propose enhancements and anticipate issues.
The Impact
We extended our Tideway's SharePoint support team, providing extra resources and expertise. We managed demand fluctuations and expanded their SharePoint services, responding quickly within SLA times.
Our partnership included early meetings and collaboration, advising on IT solutions. We helped transition from custom development to out-of-the-box features.
Using ServiceNow, we worked with other suppliers to resolve issues swiftly, reducing management overhead and ensuring effective resolutions.