Here at SP Marketplace we have seen a lot of different processes used, by a lot of different departments for a lot of different businesses. Even in my personal experience of working in IT for 20 years now, I have seen quite a few different types of ticketing systems, ways to manage documents and interact with different departments. I have seen ticketing systems utilized that are as basic as working on an Excel spreadsheet, to as convoluted as the ones provided by ConnectWise. A couple of the biggest commonalities that I have seen with these is they are usually just a single (Siloed) application for just that department and they are not really that customizable for the ever changing needs of the business.
Consider this: A centralized ticketing system that utilizes the same platform for all your departments (IT, HR, Facilities, Training, etc.) that your staff can access from any device, from any location they can access the internet from, to be able to make requests or submit a ticket to any department within your organization, AND then able to quickly see the status of that ticket.
What if that ticketing system could be very easily customized to each individual department’s needs and requirements? What if each department had their own easily accessible library for not only documents, but the forms that are utilized, not only for themselves, but the rest of your staff as well?
How about this: How many of your business processes are handled manually? What if a lot of these processes could be initiated automatically when required? Take, for example the onboarding process for a new employee, or a frequently performed project, that has dozens of individual tasks associated with it, and requires the coordination of many people across many departments? How can you track the progress of these tasks in one centralized area? How can you even see who is doing what?
What about your assets and facilities? I have seen a lot of companies just storing this information on a spreadsheet, or they utilize another siloed application to keep a track of them. However, a lot of these programs do not keep track of the tickets or work orders raised against those assets. What if you had a centralized area to do all of these and also keep a track of your regularly scheduled maintenance?
That is just your internal staff. Add to this mix, your external clients/customers. How many programs and processes are used in not only their management but your service of their needs and requirements?
Every company’s business needs are different and diverse. A lot of the software out there is stock standard and requires contacting the vendor to make even the simplest of changes. What you need is a simple unifying platform for your staff to access all the information they need on a day to day basis, which is unique to your requirements and processes, that can keep up with and change with your specific needs.
This is where SharePoint on Office365 comes into its own. It is a platform that will integrate with your organization, its diverse nature and requirements. Add to that the business solutions in SP Business Suite that are offered by SP Marketplace, and you have that a centralized structure for your staff to not only communicate and collaborate with each other, but to handle and manage the tasks required for their daily interactions and transactions. Not only that, but it will save you time (and money) in having all your business needs in one location, automate a lot of your business processes and for your staff to track how things are going!
Implementing an Intranet is very different from your external website. After over 300 implementations of our SP Intranet Portal, we have gained some insight on success factors. With an Intranet, there should never be an emphasis on marketing, PR, and over glorious graphics. Its mission is much different, to facilitate the quickest possible access to information, collaboration and tools to help your employees do their job.
As we have covered in previous articles in this series, a successful Intranet implementation may start with the right technology platform (example: Office 365) and the right structural design, but its ongoing success relies on a commitment from the organization for staff resources to keep it running. In small to medium businesses this can be a challenge. These organizations do not have the budgets or staff available to commit exclusively to the Intranet.