Managed service that supports users 24/5

Executive Summary

The customer plays the leading role in ensuring patients have access to the right therapies at the right time. In addition, it provides the products and services that biopharmaceutical companies need to research, develop, and manufacture biologic medicines from individual bioreactors to entire laboratory suites. With nearly 300 years of heritage, it has already made a significant contribution to the industry: a majority of the world’s top-selling biologicals are manufactured using the company’s products.

Beginning of our journey was strictly connected with the fact that our customer split off from a global organization. The acquisition brought a need to migrate Salesforce instances. Craftware was responsible for the whole migration of Salesforce systems and adjusting them to the needs of users and the new company setup. The next stage of this journey is system maintenance and development being covered with Salesforce Managed Service that we provide for our customer. Our service operated in the DevOps model (Dev – development and Ops – operations) and was established based on defined SLA in order to support users all over the world 24/5.

After the migration was completed, the Salesforce Sales Cloud system required providing ongoing support in a short time. It meant handling queries reported by users, and solving issues, with an ongoing focus on further development.

At the beginning of the cooperation, the main challenge was to determine the best-tailored team setup dedicated to handling users’ requests comprehensively and on time from the first days of service functioning. Solution scale was also quite a challenge – over 3.000 users globally used the system at that time.

As our customer continues to expand, the number of Salesforce users continues to grow. In addition, the scope of support for business functions and processes implemented with the use of  Salesforce technology is also expanding the development of the system by adding new functionalities and business solutions at a fast pace making the system more and more comprehensive. It requires a professional and highly qualified team with various levels of skills: SFDC architects, developers, testers, support agents and more.

System users gained a reliable, skillful team ready to support them almost anytime thanks to a wide service window (24/5). Well introduced DevOps approach allows us to address business needs not only quickly, but also on a continuous basis. Guaranteed scalability means that we efficiently react to business expansion being so meaningful for the customer M&A activity. We cover new Salesforce areas in the most efficient way supporting users from day 1 with new tools. Excellent management allows to significantly reduce IT team effort on system governance and maintenance.