Managing Microsoft Exchange Online in such a large environment comes with significant hurdles.<\/strong><\/p>\nThe size and complexity of the super tenant requires near-constant service requests, which are raised by a rotating pool of approximately 1,000 service desk agents. These agents often lack the consistency or technical expertise required, leading to frequent errors and a reliance on a skilled Level 3 (L3) technical team to resolve issues.<\/p>\n
As a result, the capabilities provided by Microsoft in the Exchange Online administration portal were stretched.<\/p>\n
The lack of segmentation in the tenant meant agents had access to everything, creating potential security risks. Navigation was cumbersome, with long, unwieldy lists such as Distribution Lists (DLs), and Microsoft’s slow-release cycles limited the ability to quickly adapt to changing needs.<\/p>\n
Automation attempts had largely failed due to poor data input, and the existing portal provided a subpar experience. There were no mechanisms for hierarchies or data partitioning, and the system struggled to meet the scale of 35,000 mailboxes. The company needed a solution that was low-cost, scalable, and flexible enough to meet the diverse needs of its regional offices.<\/p>\n<\/div><\/div><\/div>