Managed Services Case Study – Global Biotech Leader
Managed Services Case Study – Global Biotech Leader
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Overview
The client stands out as a prominent global leader in the development and delivery of innovative medicines, specifically targeting rare and serious diseases. With operations in more than 100 countries and a workforce exceeding 12,000 employees, the company is focused on improving patient lives across the globe. Their impressive revenue of $19.59 billion highlights their commitment to advancing healthcare solutions and making a substantial impact in the global medical community.
Challenges Faced
- Time-Intensive Ticketing Process: The ticketing process requires a considerable amount of human time and effort, which affects overall efficiency.
- Incident Hops Delaying SLA Resolutions: Multiple incident hops are contributing to delays in fulfilling SLA resolution times.
- Underutilization of Self-Service Portal: The Self-Service Portal continues to be underused, causing an increase in email traffic and inefficiencies.
- Inefficient HR Operations: Time-consuming administrative duties are impacting HR efficiency, causing a backlog and delays in employee service.
- Limited HR Portal Accessibility: Limited access to the HR Portal prevents employees from getting the information and services they need.
Innovate. Lead. Succeed
Our Approach
Ticket Volume
Handling 550-650 support tickets regularly.
Support Coverage
Support is provided 16 hours a day, 5 days a week, with 24/7 on-call availability for priority P0 and P1 issues
SLA Management
Guaranteeing on-time response and resolution within agreed SLAs.
Governance
Daily: Operational oversight of service tasks.
Monthly: Management reviews to evaluate service performance.
Quarterly: Strategic governance for long-term service alignment.
Activities
- Handling and addressing ServiceNow-related incidents and services.
- Conducting trend analysis on ticket submissions and usage patterns.
- Administering system upgrades to ensure optimal performance.
- Actively monitoring system performance to avert potential issues.
- Tracking and managing the performance of scheduled jobs.
- Supervising production deployments for smooth updates.
- Collaborating with ServiceNow support for escalations and troubleshooting.
Results Delivered
- Swift Query Resolution: Accurate information allows faster query resolution, improving efficiency and response time.
- Effort Reduction: Optimized workflows reduced effort by 40% for ticket and service request resolution.
- Improved Customer Satisfaction: Precise and timely ticket assignment improves tracking and boosts customer satisfaction.
- Data-Driven Decisions: Reports and dashboards allow for faster, more informed decision-making.
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