SunTrust Banks is an Atlanta based bank holding company that operates almost 1,700 branches and 3,000 ATM locations across 12 states in the southern United States and eastern sea board. They offer retail and commercial banking as well as trust services, mortgages, credit cards, mutual funds, insurance, equipment leasing, asset management, and securities underwriting, and they rely on over 30,000 employees to operate at a high level.
SunTrust leverages SharePoint 2010 in order to empower business users to be more effective and to better collaborate. The problem that SunTrust ran in to was the limited SharePoint expertise that existed in house and the need to support both the vision of SharePoint and the day-to-day needs of the business users. Given how sophisticated, yet limited, SunTrusts’ SharePoint experts were, it was important that they were able to focus their talents on driving the platform forward within the company and not getting bogged down with basic end user questions.
IncWorx Consulting heard the need that SunTrust came to us with and knew immediately what to do. We have encountered this scenario many times and we understand that it is a problem that many companies face. To alleviate the internal SunTrust SharePoint experts, we established a model that allowed the internal SunTrust help desk (with inadequate SharePoint knowledge) to escalate their support tickets to a team of IncWorx support representatives in our Chicago office that are dedicated to the SunTrust account and are familiar with the SunTrust team and goals for SharePoint. End users can now submit tickets for basic SharePoint issues and are on the phone or get an email response from an IncWorx SharePoint expert in less than an hour which keeps the business teams running smoothly and keeps the SunTrust internal SharePoint experts focused on what they enjoy doing most…architecting complex SharePoint solutions to continually add business value for the end users!