End to End Plant, GXP & R&D IT Services for Global Life Science CDMO.

Challenges.

They wanted a Strategic outsourcing partner for IT Operations, Plant IT deployment, End-to-end services and Development Services across multiple sites, data center infrastructure and monitoring services critical for business continuity and efficiency.

Solution.

Coforge provided managed support for core pharma Manufacturing, Lab and Quality App, Corporate Applications, SAP, Serialization & RPA.

1. Managed Core Pharma Manufacturing Plant IT Support (GxP) for ~ 19 Plants & 2 R&D Units
2. Pharma Labs COTS Maintenance & Support (LIMS, BioVia, iLab etc)
3. Pharma Quality COTS Maintenance & Support (TrackWise, NewGen, Caliber, Educe etc.)
4. Manufacturing Applications Support (Oracle PLM, eLog, TraceReady etc.)
5. Serialization Support (TraceLink, Advanco)
6. All Service Request & Incident Requests 
7. End-to-end Service Management 
8. ITIL Process Compliance 
9. Small enhancements and project pool hours & CRs (40,000 hours annually)

Impact.

We provided Global Infrastructure support for Data Center & Network, Plant IT with Workplace Services, Datacenter & Server Administration/Backup, Network Voice & Data, ITIL Process Management & ITSM. 

• Improved Operational Efficiency:
  1. Achieved uptime for data center infrastructure with 8x5 support.
  2. Reduced incident resolution time, meeting SLA targets consistently.
  3. Realized cost savings through optimized asset management and OEM vendor coordination. 
  4. Achieved reduction in infrastructure maintenance costs.
• Increased Productivity:

1. 1. Enabled seamless transitions and upgrades, minimizing operational disruptions and associated costs.
   2. Enhanced User Experience by providing uninterrupted service desk support in local language, achieving user satisfaction.
   3. Improved administrative efficiency, enhancing communication reliability.