Business Case 27 December 2021

Support for Office 365 users with the implementation and management of customized user support

Our client is a world leader in building materials, mobility and industry. Present in 76 countries, it employs over 166,000 people and has sales revenues of 51 billion euros.

The challenges ahead

Adapting Saint-Gobain user support to the Office 365 environment
Managing pilot Office 365 support for 5,000 users
Creating Office 365 user support for the eventual 38,000 users
Building and capitalize on Office 365 procedures
Establishing new collaborative working practices on a long-term basis

Our approach

1. Program and manage changes impacting user support as part of the Office 365 rollout

2. Build and size the Office 365 cell

3. Support users in their day-to-day use of the system

4. 2 O365 consultants

5. 1 year assignment

Main results

Adapting ServiceNow workflows

O365 user support during the pilot phase (500 requests/month for 3 months for 5,000 users)

Capitalization and formalization of support experience into knowledge articles for technicians (60 templates created)

Training and support for 40 technicians on Office 365 tools

Support for 200 users in adopting Office 365 tools (200 interactions / month)

Managing the Yammer community of 8,000 users (80 posts/month)

Drafting of 15 training materials for users

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