Infowise Provides SharePoint-Based No-Code Solutions for Help Desk Systems

"I had no experience with SharePoint or software development – but with Infowise, I can build solutions that would have taken a long time to learn if I had to use SharePoint Designer or other tools. Some of the things we do today can't be done without a tool like Infowise."

• Mikkel Nygaard, Head of Process & Procedure Management for Global App Casting

Help desk solutions allow organizations to automate and improve customer care and other related issues. It generally includes three parts; ticketing management, optimization and reporting, and automation suite. An efficient help desk solution allows organizations to streamline all help desk processes with the help of automation, and provides advanced security features that aren't available in manual processing. An advanced help desk solution also provides online chat features and enables increased collaboration between multiple contact channels.

The Client

Global App Casting, headquartered in Stockholm, Sweden, is a group of companies that provide design and development AppCasting services to clients all over the world. The company leverages the cloud to connect owners and app-authors, provides media and digital solutions to multinational corporations, and delivers best practices tools and success plans to its clients.

The Issue

Global App Casting was using the out-of-the-box SharePoint and Microsoft 365 for managing various aspects of the help desk, including communication and document management. The problem with the out-of-the-box SharePoint and Microsoft 365 was that it was not meeting the needs of the company. They required a solution that could help them run their business, and their use of SharePoint and Microsoft 365 was limited to spreadsheets and emails.

The Requirement

Global App Casting required an efficient help desk solution with advanced capabilities as the out-of-the-box solution was not meeting their needs. They required the solution to be custom made according to their needs and has the ability to integrate with their current solution.

The Solution

During the process of choosing a SharePoint developer, the SharePoint App store suggested Infowise Ultimate Forms to Global App Casting. After reviewing the solution, they found out that Ultimate Forms is highly customizable and does not require a single line of code, which is why they choose Infowise to deliver the help desk solution that they need. Infowise solutions has been delivering advanced solutions for over a decade and partners with some of the global industry-leading companies. Recently, Infowise Solutions received a five-year US General Services Administration (GSA) IT Schedule 70 contract to deliver SharePoint and Microsoft 365 based solutions.

"We have been servicing various public sectors for several years, being listed as a vetted and approved GSA (General Services Administration) vendor only helps us to further focus our products for US government clients. We offer advanced and efficient collaboration solutions in an era where the digital workplace is becoming more and more necessary."

— Avi Pagi, Partnership and Business Development Manager at Infowise.

Few components of Ultimate Forms included in the Global App Casting help desk solution are;

• Smart Import Pro: Fetches data from other business solutions.
• Smart List Pro: Ease of data entry and improves the quality of data.
• Smart Action Pro: Defines and executes automated actions.
• Smart Alert Pro: Sends automated alerts to dedicated users in case of a pre-defined event.

The Benefits

After implementing the customized version of Ultimate Forms, Global App Casting experienced the following benefits.

• Automation
• A complete solution for managing all the aspects of the help desk
• Flexibility to expand and develop the solution
• No coding experience required
• Integration with a current business solution, and more.

Conclusion

Infowise Ultimate Forms is an easy to implement a solution that you can use to increase the efficiency of your existing – out-of-the-box SharePoint and Microsoft 365. The team at Infowise can customize the solution for you according to your needs. Still, the solution is so easy to customize that you can expand it yourself without any coding experience. Furthermore, Infowise offers a pre-made helpdesk solution that you can implement as is and enhance the capabilities of your SharePoint and Microsoft 365 based solution.