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C3i Implements Centralized Enterprise Support Model for a Mid­size Pharmaceutical Company
Providing high­quality information technology support to its user community has always been a priority of this mid­sized pharmaceutical company’s Information Technology (IT) group. However, inconsistent help desk service delivery, lack of a centralized call center and inefficient help desk support processes were identified as barriers to delivering high level of service to end users across multiple campus sites in the eastern US. This problem was exacerbated by the pharmaceutical company’s legacy ticketing system that contained a large number of open issues that were either duplicates, issues that had already been resolved, or for users that were no longer with the company. As a result, the IT group had inaccurate reporting of open issues and was unable to focus on the highest priority end user support problems. C3i had been providing high quality help desk services to this mid­size pharmaceutical company’s field sales force since 1998, so they engaged C3i to expand the current field sales support model to its corporate campuses. C3i had been providing high quality help desk services to this mid­size pharmaceutical company’s field sales force since 1998, so they engaged C3i to expand the current field sales support model to its corporate campuses. C3i architected a solution that leveraged their current knowledge and processes developed for the client’s core application portfolio while also addressing the unique needs of corporate office users. In C3i’s new model, all user inquiries from field sales and the corporate campuses would be directed to a common centralized call center while desk­side support resources located onsite at the client’s corporate campuses would be dispatched to handle issues that could not be resolved by the call center. This approach,

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