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Use case: effective EUC solutions for a leading<br />
Pharmaceutical company<br />
This is story of a leading pharmaceutical company<br />
based in the US; Zensar has worked with this client for<br />
over 13 years providing hardware maintenance and<br />
support, staff augmentation and end-to-end Service<br />
Desk support, and today is the company’s ‘go-to’<br />
support provider for all of its end-user computing<br />
needs including help desk services. The client has faced<br />
a number of IT support challenges as the company has<br />
expanded to meet market demand for its innovative<br />
pharmaceutical products including managing IT resources<br />
internally to support its growing help desk needs and<br />
alleviating the need of having multiple service desks. The<br />
client was seeking to outsource all of its front-end help<br />
desk service needs, and to achieve a higher level of<br />
automation and integration across its infrastructure<br />
systems.<br />
What was done?<br />
Zensar was able to scale to the client’s needs and provide<br />
expanded Total End User Outsourcing and Support<br />
Capabilities. Zensar provides service desk support to the<br />
client's sales representatives as well as all corporate and<br />
field associates. Zensar’s services to the Pharmaceutical<br />
company includes Global Service Desk, Mobile Device<br />
and Asset Management, Imaging support, IT staffing,<br />
Deskside Support, Hardware Repair and Inventory<br />
Services, and On Site Event Support.<br />
How did it help?<br />
Increased Productivity: It helped enable the client to<br />
become a more agile company and more efficiently<br />
operate its End User Support Services, increasing<br />
productivity across teams<br />
Dedicated Support Team: they received increased<br />
personalized and high end service unique to their<br />
environment<br />
Increased Response Times: Due to their dedicated<br />
delivery team, they got higher response rates and<br />
higher first call resolution rate, resulting in higher<br />
satisfaction among end users<br />
Scalability: the client was able to scale its services to<br />
meet the demands of its growing sales team, without<br />
increasing head count<br />
Integrated Framework: Zensar’s team of trusted experts<br />
offer a strong knowledge base backed by ITIL processes<br />
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