SharePoint 2013 System Support
Bespoke SharePoint Server Support Service
Introduction
The Ardonagh Group is one of the UK’s largest insurance providers, offering broking, underwriting, and other related services.
Ardonagh's internal system, Tracker, which was hosted on an on-premises SharePoint 2013 server, required support due to its complexity and lack of documentation.
Dolphin IT Solutions was brought in to help stabilise and manage the system, ensuring continual and uninterrupted service across core business operations.
Challenges
The Ardonagh Group faced the challenge of supporting their Tracker system - an in-house application built on SharePoint Server 2013 with Nintex workflows. The platform was vital in everyday business operations but was a highly bespoke and undocumented system.
The main challenges of the system were:
- Complexity & Legacy: Hundreds of SharePoint lists and custom-built workflows with no formal documentation.
- Business-Critical Functionality: The system was relied upon for processing invoices, managing claims, handling approvals, and assigning resources.
- Lack of in-house expertise: There was very little background knowledge of how the system was built or maintained.
Ardonagh's IT department added us to their helpdesk system, based on ManageEngine, from which tickets related to Tracker would be assigned to us; there were also VIP users, such as C-level staff, who required more urgent support.
Our Solution
Dolphin IT Solutions' expert SharePoint & workflow teams provided the SharePoint and Nintex support needed to stabilise and sustain the Tracker platform. Some of our key deliverables were:
- Discovery Sessions: We mapped out core workflows and list structures, reverse-engineering processes to document the system and identify critical dependencies.
- Operational Stability: We provided support with fast response times, to reduce downtime and resolve workflow issues.
- Workflow Enhancements: We maintained and improved the Nintex workflows that were tied to core financial and operational processes, ensuring uninterrupted performance.
- VIP Support: We ensured that requests by VIP staff were triaged first.
Overall, we acted as a trusted extension of Ardonagh’s internal IT team, reducing the risk and support burden on such a critical system within their environment.
Through a focused and methodical approach, Dolphin IT Solutions enabled The Ardonagh Group to regain control over Tracker, ensuring it continued to deliver value while longer-term digital transformation plans were considered.
