Client Background

Client: Dynamic R&D organization and a global, values-based, biopharmaceutical leader

Industry: Pharmaceutical

Area of operations: 319 sites in 61 countries

Employees: 50,000 users

Challenges

Since 2010, the company has been expanding through mergers and acquisitions, making it one of the most acquisitive organizations in the industry. This resulted in challenges such as non-rationalized and highly fragmented applications, servers and processes. The applications crashed often due to the legacy stature. The SLAs had outdated structures and user XLAs were not clearly defined.

Solutions

The customer formed a strategic partnership with Wipro to build a global platform across its entities, consolidating IT platforms across the organization through standardization of IT architecture. As the primary provider of IT infrastructure management services touching 50,000 users in different languages, operating out of data centers in Asia, Europe and America, Wipro's assignment included:

• Identifying user personas within the customer environment and creating user journey maps
• Baseline creation of user experience across 40 parameters monitored through key XLA analytics indicators across:
• Device health (Device startup time, battery performance etc.)
• Application health (Application crashes, application performance)
• Security & network performance
• Benchmarking with industry peers through the Wipro consulting model to identify over 400 levers for improving UX as well as set target for individual XLA indicators
• Implementation of a continuous improvement program with weekly user experience targets and user productivity outcomes that engineering, service-desk and desk-side teams would deliver through implementation and adoption of self-heal/self-help scripts across the user base
• An integrated zero-touch change management program to drive user adoption

Business Impact

• Through self-heal scripts:
• 10% improvement in application health within 6 months of implementation
• 99% reduction in critical application crashes
• 8% improvement in device health and storage