Forrester is a globally recognized name when it comes to research and advisory. They provide proprietary research, consumer and business data, custom consulting, events and online communities, and peer to peer executive programs to help their clients make complex business and technology decisions that will ensure short and long term success
Forrester leverages SharePoint 2010 for their internal business units day-to-day operations and as a means for their research units to collaborate on research and reports. Like most companies, Forrester has limited SharePoint expertise and if problems occurred during weeks when there were vacations taken or days when someone was out sick SharePoint would come to a screeching halt and people would have to be tracked down while on vacation or out sick to resolve issues. Forrester was trying to find various SharePoint help desk solutions, but nothing seemed to meet the requirements.
IncWorx was able to understand and diagnose the situation described by Forrester Research and provide a prompt solution given our awareness of this recurring problem that is common in most companies. Forrester engaged IncWorx for SharePoint Support Services (s3) to alleviate the huge problem. We began by spending some initial time with them up front to understand their information architecture, their corporate systems, and the way SharePoint was used within the company – this process helped IncWorx come quickly up to speed to avoid many basic questions in the instance that a major problem popped up that required quick resolution. After this phase was complete, IncWorx began to support Forrester and provide level 2 and 3 SharePoint support coverage which will not only let the Forrester staff responsible for SharePoint to relax and enjoy a vacation without worry of being called in the middle of the night, but provided the much needed backup to Forrester in the instance that they ever experienced staff turnover or unforeseen events.