Elevating Production Support through Continuous Improvement for a US Pharmaceutical company
Overview.
A US-based pharmaceutical company had newly implemented SAP S4 HANA & ARIBA systems and was having challenges managing the systems. Supply Chain Management (SCM) and financial accounting can be a challenge for any pharmaceutical company; combine this with new IT systems and this was the challenge our client was facing. To assist, Coforge, with our deep SAP/ARIBA and domain expertise, optimized and streamlined business processes, and initiated provided managed services for technical operations.
They focused on treatments of central nervous system (CNS) disorders and oncology, wanted a partner to provide managed services for their newly implemented SAP & ARIVA systems, with intent to address some key challenges:
Delayed Invoicing and payment processing, leading to escalations from vendors.
Increased overhead for Accounts Payable team.
Lack of streamlined process for user issue resolution.
Solution
With our deep SAP/ARIBA and domain experience, and our client focused engagement methodologies, proposed a rounded solution to address the client’s challenges. Key points included:
Setup Service Desk to support end users in getting their issues logged and resolved.
Implemented SLA-based Managed Services model for technical operations leveraging offshore-based team of experienced SAP and ARIBA consultants; team covered EST time zone.
Hypercare support from Day 1.
Established proactive monitoring and rapid incident response capabilities to maintain system stability and minimize operational disruptions, ensuring continuous business operations.
Applied industry best practices and continuous improvement initiatives to optimize performance, enhance user experience, and align with evolving business needs.
Promoted collaboration and knowledge sharing among teams to foster effective communication and alignment with global business objectives.
Leveraged data-driven insights and analytics to proactively identify enhancement opportunities and support strategic decision-making within the organization.
The Impact
62% to 85%
Of increased user experience
15%
Reduced support cost
Optimally provided a support window with sufficient coverage during US hours, leading to increased user experience from 62% - 85%
Established a core team with named resource & flex team on shared service model reducing support cost by 15% annually.
Established steady state operations within 10 weeks of Coforge taking over operations.
Provided hundreds of improvement recommendations to enhance system capability and usability.
