Our Work

Old World to New World Journey for Leading Pharma Company

OUR WORK

+ 95% CSAT scores as a result of less downtime …

Introduction

Since outsourcing 10 years ago our client is demanding more for less from its Service Partners. Demanding cost efficiency gains through vendor rationalisation, global process standardisation and innovation while driving improved quality of service and CSAT scores.

 

 Challenge

During the last 10 years Lab IT has become more sophisticated and complicated, deviating from general IT and desk side as the instruments and the software running them becomes more specialised depending on disparate, expensive Vendor support. Further complicated by the FDA in 2016 who released new guidelines around electronic record keeping, auditing and compliance which slow down IT upgrades.

 Solution

To overcome these challenges, we have developed Pharma IT which is an Integrated Service Desk Solution on a Global 247 basis to cover all Lab IT, General IT and Desk Side IT from a single partner. Using technology to enhance Data Integrity and Compliance, the result is a simplified and unified IT department with a single number to contract regarding any IT issue.

Outcome

22%

saving typically flows from the reduction of number of onsite resources required and reduced dependency on direct support from the vendor.

+95%

CSAT scores as a result of less downtime and more streamlined maintenance of instruments and associated informatics.

14%

reduction in the time required to prepare for, conduct and implement audit recommendations.

Five Spheres. One Mission.

Ensure critical enterprise technologies are always available.  Our highly skilled, multilingual teams of engineers in Ireland, US, UK and New Zealand deliver a collaborative global service model that drives productivity with excellent customer satisfaction ratings.

24/7 Follow Sun Support

200+ Engineers/ Scientists

90%+ Customer Satisfaction

Vendor Agnostic Computer Support

Near shore pricing for White Glove Service

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