Ok, we use SharePoint, originally SharePoint 2010, and we migrated our 2010 environment to SharePoint Online. And along with that came all of the workflows and everything else. In 2019, Microsoft started warning us about the end of support for those SharePoint 2010 workflows, so we immediately called them. I don’t have a SharePoint person on staff, so I called Microsoft and I said ‘I’m gonna need some help’.
So they began working on it in 2019 when the notice first came out. This workflow helped us build all of our project sites, for our project management office. Each project gets a new SharePoint site and somebody puts it in, fills out a form. It’s a critical site that impacts all projects throughout the entire hospital, not just the IT projects. For example, if we want to implement a new type of surgery, they get a project site for it. So, when this isn’t working, we’re in a world of hurt.
Microsoft spent three years on this. And we used all of our support hours before they were able to fix it. I basically ran out of hours and then they gave me grief about this wasn’t break-fix. This was a new project so I had to use a different bucket of hours. And they gave me the runaround on which hours to use. ‘You’re out of these hours and you can’t switch them’, and ‘you can’t change them’, and ‘we can’t help you until you sign a new contract’. They were all about contracts, all about money, all about getting paid. They were not about taking care of me. They were not about making sure that my patients weren’t impacted.
So, we decided to move on. And we made it very clear when we signed on with US Cloud that this was our number one priority. Without this, we were putting patients at risk. Well, US Cloud came in, and they dedicated one engineer to it. He sat down, he met with me, met with my customers. I said, look, I don’t care what it costs, get it done.
The account manager said, well, look, ‘we’re gonna have to bring in some developers because it’s more than a SharePoint issue, so it required some additional development and some coding’. And although I had told him on multiple occasions, ‘I don’t care what this is gonna cost me just get it done’, he would always let me know ahead of time. He would check with me no matter how many times I said just do it, or I don’t care what it cost. Make it happen. He was always making sure I was aware that it’s a little extra.
So from an account management perspective, he was he was on top of it. He was giving me weekly updates. The engineer that was working on the case provided excessive detail. The guy was spot on. He was brilliant. He got real technical when I needed him to and he kept it real generic when I needed him to. Like I said, I don’t have a SharePoint engineer. I don’t have a SharePoint team. So it was it was all them. And they nailed it, they got it working in time.
When Microsoft finally shut down access to that 2010 workflow we had one, just one, e-mail that wasn’t getting sent out and that was just a bug in the code, but everything else worked seamlessly. Approvals were there, the sites were created, the permissions were created, everything was phenomenal.
So it was a phenomenal experience. I can’t tell you how great it was to feel like somebody was putting me first. You just don’t get that from support these days.