Our work / Public sector
Managed Service Support for Indigenous Business Australia
Monitoring, maintenance and knowledge transfer for the teams relying on IBA’s CRM.
- The people
- IBA application users, IT staff and the service desk
- The focus
- Monitoring, maintenance and knowledge transfer for the teams relying on IBA’s CRM.
- The account
- Teratek’s account of the engagement. Outcomes are described qualitatively.
Workplace photographyThe people and the challenge
IBA’s application users, IT staff and service desk depended on Dynamics CRM to support the organisation’s work. They needed help with reliability, technical issues and changes to the platform as requirements evolved.
Support around the working day
Teratek, in partnership with Digital61, provided a specialist support team, monitoring, incident handling, technical customisations and maintenance. Documentation, knowledge-base articles and standard operating procedures supported application users and internal teams.
What changed
The support model brought monitoring, maintenance and improvement work into a coordinated service. Documentation and knowledge transfer helped IBA’s people understand and manage the platform.
Why it matters
The work supported the teams using the CRM so they could concentrate on IBA’s mission. Monitoring coverage is a service characteristic, rather than a quantified measure of user benefit; this account does not claim an independently measured improvement.
Project account by Teratek. For scope and applicability to your organisation, please talk with our team.
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