A global pharmaceutical company frees up IT resources to focus on strategic initiatives.
Done.
The pharmaceutical giant turned to Unisys to deliver data center outsourcing and help-desk support — including a Center of Excellence for remote access computing.
Driven to speed product development and patent approval while competing against other brands and lower-cost generics, pharmaceuticals are under pressure to streamline operations, increase efficiencies and improve results. A major pharmaceutical company in the United States Midwest works to address these imperatives through a commitment to supporting strategic IT initiatives internally — and using a world-class partner to deliver routine computing services.
In 1997, this pharmaceutical giant began working with Unisys. Initially, the relationship centered on the company’s data center operations, with Unisys providing support for a collection of multi-vendor mainframe and midrange platforms running administrative and back-office applications.
Having demonstrated solid technical capabilities — along with high degrees of flexibility and client focus — Unisys was asked in 1999 to extend the contract for an additional five years. The new contract reflected the dynamic nature of the pharmaceutical company’s IT environment, while still holding Unisys accountable for delivering established service levels. It also marked the beginning of a fast-expanding business relationship between the two firms.
Building a True Partnership. Delivering on Our Promises.
Since 1999, this client has turned to Unisys for increasing levels of service and support. With a team of more than 100 employees on site, Unisys staffs the company’s 24x7x365 data center operations, and the North America computing support center provides support for Lotus Notes and manages a Remote Access Center of Excellence (COE). In all, Unisys outsourcing services support some 15,000 employees.
The ongoing success of this outsourcing relationship can be attributed to a true partnership between Unisys and the pharmaceutical company. Unisys Program Manager Jeff Hayhow explains, “We strive to be flexible and walk in every day with a can-do attitude. We leverage our company-wide resources to deliver more for less — without compromising the quality or level of service.”
For instance, the organization initially asked Unisys to provide service-desk support Monday through Friday, from 6 a.m. to 6 p.m. But when conditions changed, the client needed Unisys support services 24x7x365 — a significant increase in requirements. The client gave Unisys just one month to make this transition. By making the best possible use of resources, Unisys was able to deliver the needed levels of support within the required timeframe.
In addition, Unisys now manages this organization’s remote computing operations. From handling employee requests to managing installations and providing ongoing telephone support, Unisys has complete responsibility for the client’s Remote Access COE. As more employees telecommute, the demands placed on this COE continue to grow. “Having us handle this important but highly tactical function frees up the in-house staff to focus on more strategic projects,” Hayhow says.
Above all, both Unisys and this client recognize that IT environments are inherently dynamic —and a successful outsourcing relationship must be equally so. According to the client’s Operations Team Leader, “Unisys continues to be highly responsive and flexible, enabling the IT infrastructure to meet business requirements.” In fact, Unisys was presented with one of the company’s 2002 Vendor of the Year Awards.
“This client has the clout to use any company they want,” Hayhow notes. “The fact that they stay with Unisys is a testament to their satisfaction not only with our services, but also with our approach.”
Increased Efficiency. More Time to Focus on Strategic Goals.
By working with Unisys, this organization has been able to offload a tremendous amount of end-user support from its own IT staff. At present, the Unisys-staffed service desk handles an average of 45,000 “trouble tickets” per month. In addition, the Lotus Notes support team handles some 850 tickets, while the Remote Access Service Desk addresses approximately 320 tickets in an average month.
Looking to the future, Unisys is working with this client to develop a consolidated service desk focusing on first-call resolution — in other words, a one-stop source for getting all IT questions answered and problems resolved.
One thing is certain: By leveraging Unisys resources, infrastructure and expertise, this pharmaceutical giant has been able to control and avoid costs while redeploying in-house resources to more strategic IT initiatives.
Client At-A-Glance
Mission
Focus internal IT resources on strategic initiatives that speed product development and patent approval to better compete against other brand-name and generic pharmaceutical labels.
Objective
Outsource mission-critical, but non-strategic, IT operations such as administrative functions and service-desk support.
Results
Reduced IT costs. Streamlined operations. Increase service levels.
