MICROSOFT 365 + SHAREPOINT + 24/7 SUPPORT
A mission-critical intranet for a national retail workforce.
Long-term SharePoint development, continuous improvement and 24/7 specialist support for an employee platform used across head office and stores throughout Australia.
24/7 specialist platform support
CASE STUDYConnect → Inform → Support
01ConnectNational workforce
02InformTrusted content
03Support24/7 continuity
04EvolveContinuous improvement
The environment
More than an intranet. Part of the organisation's operational infrastructure.
For a large distributed retailer, the intranet is a daily connection point between employees, organisational information, policies, operational resources and business services. It needs to work for corporate teams at head office and employees working across stores around Australia.
Availability, information quality and usability therefore matter at enterprise scale. Hyperware provides the specialist SharePoint capability and continuity required to keep this environment reliable and evolving.
~9,000employees supported
A nationally distributed workforce relies on the platform for access to information, communications and employee resources. The solution must remain useful, available and manageable as the business changes.
The challenge
Keeping critical information accessible to a large, distributed workforce.
Large enterprise intranets continuously change. New content, organisational structures, permissions, communications and business needs all have to be managed without degrading the employee experience.
National reach
The intranet supports employees in different work environments, from head office to stores across Australia.
Information findability
Employees need quick access to authoritative policies, resources, organisational information and services.
Operational continuity
Issues affecting a mission-critical employee platform need specialist attention when they occur, not only during project delivery.
Continuous change
Departments, content, navigation, permissions and Microsoft capabilities evolve continuously.
Enterprise governance
Content and access need to remain controlled, supportable and aligned with the wider Microsoft 365 environment.
Long-term knowledge
Retaining platform knowledge reduces the cost and risk of repeatedly rediscovering how a complex environment operates.
The service
Development, support and continuous improvement as one long-term capability.
Hyperware supports the intranet as an evolving business platform rather than treating it as a website that was finished when it launched.
SharePoint development
Enhancements, new content experiences, page improvements and platform changes aligned with business needs.
24/7 specialist support
Access to experienced SharePoint specialists for critical incidents and platform issues outside standard project hours.
Information architecture
Navigation, structure and information presentation designed to help employees reach the right information quickly.
Continuous improvement
Ongoing refinement keeps the intranet useful as organisational structures, requirements and Microsoft 365 evolve.
- Corporate communications and news
- Policies and employee resources
- Navigation and usability improvements
- Permissions and access support
- Issue investigation and resolution
- Page and content enhancements
- Store and head-office information
- Microsoft 365 integration and advice
Service model
A continuous operational partnership.
The value is created through continuity: understanding the environment, responding quickly when issues occur and improving the platform as employee needs change.
Monitor & Support→Resolve→Enhance→Improve→Retain Knowledge
Business outcomes
A dependable digital workplace at national scale.
The engagement gives the organisation ongoing access to the capability required to keep an important employee platform available, current and effective.
A central digital workplace serving approximately 9,000 employees across head office and stores.
Specialist support for critical SharePoint issues when they matter.
Long-term platform knowledge supports more efficient diagnosis and remediation.
Navigation and information architecture help employees find trusted resources faster.
The platform evolves with the organisation instead of relying on periodic replacement projects.
Internal teams can draw on specialist SharePoint expertise when required.
Head-office and store employees have a common destination for important organisational information.
Ongoing support and enhancement extend the value of the organisation's Microsoft 365 investment.