Reducing costs at the expense of the scientists’ productivity was not an option. They demanded more for less.
Consumer Products Manufacturer: Outsources Laboratory IT Support including Chromatography Systems
Business and Technology Goals
Our client determined they needed to outsource their Lab IT Support which included 9 different CDS systems, 55 labs, 800 users and 1800 instruments. Having previously selected LabAnswer for LIMS application support, our client also selected LabAnswer for the Lab IT support.
The business had 3 objectives by teaming with LabAnswer for outsourcing laboratory informatics support:
1) Improve Lab IT support processes, systems support and application maintenance
2) Reduce cost to support systems
3) Leverage existing LIMS outsourced support with LabAnswer to provide comprehensive support solution for all laboratory systems and applications.
Solution
Our client required a strategic partner who could rapidly assess their needs, transition support and drive support costs down over time.
LabAnswer’s outsourcing approach systematically diagnosed technical support needs including standard operating procedures to ensure seamless support transition.
LabAnswer was chosen as the laboratory informatics outsourcing partner because of our deep understanding of the laboratory environment, experience with multiple chromatography systems, regulated environments, the unique information technology needs of the scientists and the number of consulting experts and the breadth and depth of our experience.
Benefits
The benefits of teaming with LabAnswer have been significant.
- Service level goals met or exceeded since inception
- Improved lab IT support - LabAnswer provides total support to meet all laboratory needs: LIMS applications, instrument systems and lab IT infrastructure. No support hand-offs required!
- Increased adoption rate and success of new support service
- Scalable team-based support approach ensures continuous availability of knowledgeable consultants familiar with the client’s changing support needs
- Reducing support costs via additional system and process improvements
Company
Manufacturer of consumer products
Customer Profile
Revenues of $18 billion
Business Situation
- Expanding product lines required support needs for research, development and manufacturing
- Chromatography data was key to decision making and utilized 9 different systems. IT SMEs unfamiliar with unique needs of scientific community
Solution
Our client required a strategic partner who could rapidly assess their needs and transition support from internal staff.
LabAnswer’s outsourcing approach systematically diagnosed technical support needs including standard operating procedures and ensured a seamless support transition.
