Success Story:
Global Company
This Project Admin can’t imagine working without Milestone Support. Here’s why.
After 13 years administering Project Online, Meg can troubleshoot most issues that arise. When she can’t she calls Milestone.
For the global company where Meg* works, Microsoft Project Online is key to profitability, and she is key to supporting the 550 IT professionals who use it daily. Her oversight is critical to keeping things moving—and when issues arise that she can’t solve on her own, she relies on the support experts at Milestone.
“We move fast and there are a lot of moving parts,” says Meg. “If I didn’t have Milestone’s help, I don’t know what I’d do.“
“We’d be toast without Milestone Support.”
“There’s always something.”
Meg has become an expert at administering Project Online. She’s spent 13 years navigating its complexities, and she can troubleshoot most of the issues that might arise. But even with all of her experience, she regularly needs support from Milestone.
“I can fix quite a few problems myself but, gosh, every month, there’s something that stumps me. It’s constantly changing and there are always new things that are popping up.”
That’s why her company keeps Milestone on a support contract—just five hours a month—which gives Meg on-demand access to Aaron, her dedicated support expert at Milestone.
“Strange stuff happens in Project Online all the time—little glitches that can just take you out. That’s where Milestone’s support is priceless.”
“Aaron is my first call.”
“Aaron is my first call when I can’t fix something,” says Meg. “I’ll send her screenshots and say, ‘Help!’ In fact, I just did this yesterday!”
“And Aaron doesn’t just solve the issue,” says Meg. “She explains what happened and how she fixed it. She even helps me figure out how to communicate the solution to my team so we don’t cause the issue again.”
There’s never a dead end.
In the rare case of an especially complex issue, Milestone’s Support team is able to escalate problems directly to their connections at Microsoft.
“About six months ago, we ran into this crazy issue that no one could figure out,” says Meg. “Aaron knew it was something unique, so she worked directly with her partners at Microsoft to solve it.”
“On my own, I never could have gotten that level of support from Microsoft so quickly. Their support people would have been asking me if I’ve tried unplugging it and plugging it back in.”
In this case, it turns out a manager had signed in as a delegate, to enter timesheets on behalf of an employee who was leaving the company, and had been called away from her computer. Before the manager could sign back out, the employee’s account was inactivated—and the manager was locked out.
Milestone and Microsoft helped solve the mystery and get everyone moving again.
What would Meg do without Milestone’s support?
“My gosh, I don’t even know,” Meg says. “If we didn’t have their support, we’d be scrambling.”
“Honestly, I don’t know how other companies do it,” she says. “I mean you would just do a lot of spinning, would be my guess. You could probably spend a ton of time on a problem, and research it and Google and call some other people that work in Project Online or something, but it would just be so time-consuming.”
“Versus just having Milestone on retainer for five hours,” she adds. “I mean, I get a lot done in those five hours.”
*Meg’s name has been changed to align with her company’s guidelines, but her story is real!
