The IT solutions expert, ISG technology recently implemented a rationalisation project for call management systems for one of the UK’s largest pharmaceutical companies. The delivered systems enhanced the company’s network performance and reduced its overall cost of delivery.
The project remit was to rationalise providers across the offices throughout its estate in the UK, as well as operations in the United States. ISG technology was selected to manage the company’s UK implementation and transition from multiple call logging systems to a single managed delivery system. Throughout the process risk and continuity of service were paramount considerations.
ISG technology created a transition team to manage the transition from the existing suppliers to the ISG technology’s service delivery team whose remit was to provide on-going support and to ensure a high level of operational performance through a single supply source. A key challenge of the project came from the requirement that all processes and procedures were to operate in the same way in both the UK and the United States. A 120-point transition plan was created by ISG technology for the project, in order to establish the systems and procedures in advance of the scheduled deadline. Eight separate Moves and Changes (MAC) request systems were brought under one call management system, (Remedy).
The project has proved highly successful, in meeting the company’s budgetary goals, minimising risk, while unifying and simplifying the MAC request system. Project delivery Service Level Agreements are now met and reporting is much improved.