Case Study: International Chain Of Shopping Malls improves tenant service request handling with ScienceSoft

SharePoint Portal for an International Chain of 14 Shopping Malls

International Chain Of Shopping Malls needed a way to manage a large volume of tenant service requests across 14 shopping malls and a business park. With more than 200 stores per center, requests for services such as repairs, deliveries, payment collection, promo events, parking, and security were sometimes delayed or lost, which hurt center performance and tenant satisfaction. ScienceSoft was brought in to build a SharePoint-based portal for this process.

ScienceSoft developed a custom SharePoint 2013 portal with personalized request workflows for each mall, request forms that could be created from previous submissions, email and SMS notifications, and secure document libraries and user access groups. The system was fully implemented within a year and now supports around 3,000 users and 1,000 concurrent users. The improved request workflows helped raise service quality and increase loyalty among tenants and contractors.