Case Study: Empowering 4,500 employees to self service their learning


  • Greatly assisted the ICT help desk with support requests
  • Over 17,100 site visits since inception
  • Helping over 3,000 employees to self-service their learning

The John Holland Group is a construction, tunnelling, rail, building and services provider with operations in Australia, New Zealand and South-East Asia. They believe in harnessing complex challenges as potential opportunities for positive community transformation.

Their service desk and IT staff are often stretched with help requests. Staff share technology knowledge privately within their circles of influence, and as a result, organisational training is inconsistent. To make matters worse, training content is often out of date or stored across a wide range of disparate systems.

As a result, they required a solution that allowed users to self-service their learning needs by providing an interactive knowledge hub, built on a modern SharePoint Communication site, and integrated with the power of Stream video services.

Key Business Challenges Faces

  • Service desks and IT staff inundated with similar help requests
  • Staff lacking a destination to learn and aggregate technology-related content
  • Knowledge being shared privately
  • Learning content out of date
  • Learning content in disparate locations

From the moment we reached out to Engage Squared their expertise in change & adoption and Office 365 was evident

– Carmen Cipolla, ICT Training Manager, John Holland

Solution: A new home to learn

Built on SharePoint Online, the ICT learning hub offers flexible learning to users, accessible anywhere, from any device. The simple, intuitive design includes training content for both Office 365 tools, third-party apps and more complex scenario-based tasks to create a one-stop destination for all thing’s ICT. The ICT Learning Hub quickly became an integral part of the new staff onboarding process, guiding new starters through utilising technology during their first weeks at John Holland.

The result

We initially requested help from Engage Squared to assist us more broadly with a way to disseminate ICT training to the business in a consistent manner and format. Their ideas went beyond just what was asked for and from their insights into learning principles and the user experience, the ICT Learning Hub was born, giving our users one place for all ICT based learning content. Engage Squared built this into our existing SharePoint Online, making it easy to administer and even easier for all our users to access. Not only did they create the platform for us, they also created guides and videos for our most used systems and applications to ensure the platform had a wide range of content for our users to interact with from day one.

The site itself is extremely user friendly and allows our users to focus on common business scenarios to help them work more efficiently with their teams and the broader business. Since it’s inception, the site has had over 17,100 site visits.

The whole program of works was completed and released to the business within 2 months. This is now a platform that we can self-manage, add to and continue to utilise across the business both within Australia and at our international locations, reaching over 3000 staff members.

– Carmen Cipolla, ICT Training Manager, John Holland

  • Customer

    John Holland

  • Products and Services:

    SharePoint Online, Surface Hubs, Office 365

  • Industry:


  • Organisation Size:

    Medium (4,500+ employees)

  • Country:

    Australia, New Zealand, South East Asia

Why Engage Squared?

Engage Squared is an Australian-based Microsoft Gold Partner. We’re Modern Work Specialists and have been named as the 2021 Partner of the Year for Australia. We specialise in creating <people> friendly technology.