24/7 support guarantees stable operation of the intranet for networking 20,000 employees

• Use of HCL Connections as central intranet
• Poor performance and instability of the platform
• End of support from the previous service provider

• Stabilization of HCL Connections by TIMETOACT
• License consulting for new licensing

• Stable operation of HCL Connections without outages.
• Continued use of the platform by 20,000 employees for collaboration and networking
• 24/7 managed service support for stability and continuous development

Many companies rely on a central intranet for their internal communication flow in order to provide employees with relevant information. For RWE AG, the intranet has a special significance - because every day, more than 20,000 employees of the energy group use HCL Connections for a mutual exchange: messages in the newsfeed, working in communities and status updates of projects are the most frequently used features for networking throughout the company. It is therefore all the more important that the platform runs smoothly at all times.

Especially at peak times, however, it often happened that the platform either ran very slowly or was partially down altogether. This made working hardly bearable and required a lot of patience on the part of the users. Above all, however, the work was slow and inefficient. In addition, the previous service provider wanted to end its support for HCL Connections as soon as possible. RWE was thus faced with the challenge of operating an unstable platform on the one hand, and on the other hand, a new support partner had to be found to solve this problem and take over operation.

In October 2020, the collaboration started with a transition phase lasting just under two months. During this phase, both the old service provider and TIMETOACT were active, with TIMETOACT gradually taking over operations and processing initial support tickets. In case of questions or missing information, an exchange with the old service provider was possible at any time.

As a managed support partner, TIMETOACT continues to ensure stable operation of HCL Connections and is in regular exchange with RWE. At the same time, the further development of the platform in the form of (feature) extensions and customizing is continuously driven forward. The operation is mainly carried out via the ticket system ServiceNow in order to report, collect and process problems. TIMETOACT is available around the clock under a 24/7 contract in order to be able to quickly resolve critical malfunctions at any time.

RWE AG is a global leader in renewable energies. With a clear growth course. RWE has its finger on the pulse of the times and is an important driver of change in the renewable energy age. Change is part of RWE's history. It is a prerequisite for remaining fit for the future. Through innovations and investments, the new RWE is creating the basis for a climate-neutral future.