Service desk enhances employee satisfaction and productivity

Business Challenges

A global player in the pharmaceutical industry, with revenues exceeding USD 250 million, and employing over 4000 highly skilled professionals, our customer is one of the pioneers in the adoption of modern research and eco friendly manufacturing facilities. Their internal IT was highly streamlined and consisted of a highly experienced and skilled core team, who focused entirely on the business needs of IT, while the day to day maintenance was outsourced to service providers.

One of the few remaining challenges in their IT environment was to setup and establish a service desk that could meet their stringent demands. With a network supporting several thousand users, they wanted a streamlined and flexible service desk that could enable them to manage their IT service delivery for maximum productivity and efficiency.

Quadra at work

During the course of several business assessment meetings, our team uncovered and documented their key requirements. To deliver on their needs, Quadra suggested an ITIL best practices based service desk engine, that would provide SLA management, an integrated knowledge base and MIS reports, together with a dashboard view and email/sms alerts. Authentication was integrated with their existing directory services infrastructure. Custom and elaborate workflows were a key requirement from the customer, and our application was able to support distinct work flows for different sets of users, as well as associate service requests with different locations and departments, apart from categorizing it according to criticality.

Another key need was complete flexibility in adapting to their unique environment, which was met by configurable interfaces to populate standard fields, as well as support for dynamic fields. Along with SLA monitoring and compliance, auditing and customizable reports, our application was able to satisfy even their most demanding requirements. A key feature of our solution was the SLA engine which monitored every user request in the context of criticality and expected service delivery time, and provided for escalation upon violation.

Business Benefits

Together with the SLA compliance reports, our customer was able to ensure the highest levels of service to their users, and directly impact satisfaction and productivity. In a very short time frame, we were able to deliver a superior solution, based on our commitment, deep skills and strengths in service delivery.

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