In today’s rapidly changing Life Sciences and Healthcare environment, operational efficiency and data-driven insights are paramount. Maintaining complex digital platforms is critical for industry leaders to ensure uninterrupted service and compliance with rigorous industry standards. In this case study, we delve into the challenges and solutions for end-to-end support in maintaining and developing the advanced digital platform used by a global HLS giant.
The company sought a reliable partner who could provide maintenance and development support for the Salesforce platform (20 orgs) by strict service level agreement (SLA) requirements. These 20 orgs are not just a digital manifestation of the company’s operational bodies; these are essential nodes that facilitate critical business functions ranging from research and development to supply chain logistics and customer relationship management.
This case study aims to offer valuable insights into the complexities of managing digital platforms within the highly regulated Life Sciences and Healthcare industry. Through a lens of expertise and experience, Craftware presents a comprehensive overview of how tailored Managed Services can drive operational excellence while ensuring compliance and reliability.
This case study focuses on a global leader in the Life Sciences and Healthcare industry, particularly in biotechnology, with differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. The company operates in many countries and has been at the forefront of medical innovation for over a century. It is known for significant investments in research and development and boasts a high market capitalisation and a solid financial situation. Maintaining its commitment to sustainability and corporate responsibility, the company has played a key role in several healthcare breakthroughs and is a trusted partner to healthcare institutions around the world.
The client wanted to obtain professional and flexible Managed Services support for the PaaS platform:
- Administration of 20+ Salesforce production orgs.
- Managing sandboxes (over 600 sandboxes – each packaged separately).
- Maintaining Salesforce processes such as data backup, data anonymisation, and licence management (including managed packages).
- Administration of project management tools like Jira, Gitlab, and Jenkins.
- Providing automation whenever API is not available with UIPath.
- Managing IT service management class tools – HPSM and ServiceNow.
- The incident, problem, change, service level, and configuration management.
- Managing an extensive range of data and the number of tickets.
- PAAS tools support: administration and granting permissions (Heroku, Checkmarx, Provar, PUBDB, etc.).
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5.500 users
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90 countries in different time zones
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different legal regulations
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different business specifics
Craftware created and provided a support service for the Salesforce platform (including SFMC and ECAMP) with support platforms such as Heroku. The critical step was to provide 24/7 technical support worldwide. Moreover, Craftware provides a service team of specialists in various areas, including business analysts, programmers, testers, and support specialists as second and third-line support, issues and environment delivery. Craftware also performs platform maintenance and updates, and code deployment automation was introduced.
Additionally, the following functionalities and integrations have been introduced as part of the service:
- Integration with CTI (Computer Telephony Integration) tool, enabling outgoing calls and receiving incoming calls from the system level for the user service department. CTI identifies the phone number and automatically forwards the customer data to the user. The solution supports automatic task creation after answering the phone or responding to e-mail. The system also stores e-mails with sent incidents.
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Monitoring
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Automation
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Backup and Restore
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Reporting PubDB
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Deployment & Release Management
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Code Quality/ Security Services
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Heroku Platform Support
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MaskMe Data Anonymisation Services
The main goal of the Managed Service is to ensure the handling of errors and requests from users, to answer their queries, and to develop a system based on Salesforce Service Cloud. Medical and sales representatives use the system, among others, to plan and monitor daily activities and manage communication with HCPs (Healthcare Professionals), health providers, and payers. The system is available through a web browser and in a mobile version.
Thanks to the project, it was able to achieve the following:
- Uninterrupted use of the platform and its tools/solutions.
- KPI are higher compared to the original requirements.
- Reduced cost of service.
- Guaranteed business process stability and continuity.
- The support team can benefit from the knowledge and experience of other support and development teams, sharing good practices and learning new ways of automation/CI.
- Improved the work of key sales agents and medical representatives.
- Compliance: the client meets regulatory standards.
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85%
incidents responded within SLO target
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97%
change success
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88%
incidents resolved within SLO target
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85%
End-to-end elapsed delivery time
Managed Service can drive efficiencies, reduce costs, and allow a more focused and strategic approach to long-term goals. Choosing the right service provider and structure is essential to reap these benefits fully. At Craftware, we offer top-notch Managed Services designed to simplify your IT, enhance your systems, and let you get back to what you do best – growing your business.
