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60% reduction in IT disruptions with Application Outsourcing at global pharmaceutical company

Focusing on operational excellence and continuous improvement helped a pharma company reduce IT services disruptions and streamline operations.


The client is a leading global pharmaceutical company. It develops, manufactures and markets prescription medications, vaccines and other health and consumer care products.
The client was looking to:

  • Increase operational efficiency

  • Reduce IT operations and maintenance costs

  • Improve its market position by expanding its presence in emerging markets

  • Focus on applying analytics-driven insights to become more customer-centric

  • Invest in its research and development (R&D) pipeline to drive innovation.

It decided to transform its IT operations by adopting a managed services model. The new model was expected to drive various benefits, including cost savings, greater accountability and service consistency, improved client centricity and better quality.

To implement this new model, the client sought help from a service provider with a strong application outsourcing (AO) managed service delivery model and proven delivery track record.


Accenture was selected for its proven AO managed service delivery model, robust transition and change management processes as well as strong credentials in life sciences industry.

The enterprise collaboration team was responsible for managing more than 20,000 clinical and nonclinical collaboration portals hosted on various platforms. It was also responsible for supporting the document management system and server patches for over 6,000 clinical portals. This included maintenance, minor enhancements, deployment and productions support for more than 100 applications across the collaboration platform and included:

  • 58 million documents, 30 terabytes (TB) of data.

  • More than 500,000 search queries per month.

  • More than 55,000 scans and indexes for SAP.

A 130-member team provided 24x7 support to the client across three shifts, leveraging its local and global delivery presence. The team effectively managed incident volumes by optimizing staffing for each shift, using Accenture Performance Analytics. It also developed a service level agreement (SLA) automation tool to track the incidents on a daily basis. The team also ran a program to have dedicated focus on proactive problem management, change management and automation of recurring activities. These initiatives helped the client in stabilizing the application environment, reducing service disruptions and bringing down overall ticket volumes.

The team also initiated a service improvement framework to generate and implement innovative ideas to automate repetitive tasks, generating significant dollar savings for the client. Accenture also leveraged its various centers of excellence (e.g. SharePoint Capability/Documentum Capability) to bring highly-skilled resources to the project team.


The Accenture team has implemented several key initiatives contributing to the overall efficiency of the enterprise collaboration platform and delivery excellence. These include focusing on proactive problem management, adhering to incident and change management processes along with service improvement initiatives.

With a seamless transition process leading to quick stabilization of the application platform, the client is now focusing on leveraging Accenture’s industrialization initiatives to improve productivity and end-user satisfaction. Use of Accenture Performance Analytics-AO tool has helped the client realign resources based on ticket flow and optimize shift patterns to support global operations. Accenture team also worked with client team on ways of working, establishing dedicated forums for some of the key issues in the environment (e.g. performance issues across various Team spaces and Portals) and establishing Service Transition framework for service readiness.

These initiatives have resulted in stabilization of the enterprise collaboration platform, reducing performance issues and bringing down overall ticket volumes. In the last two years, service disruptions have reduced by more than 60 percent, significantly improving end-user satisfaction. By establishing a joint governance framework, Accenture has helped the client consolidate its systems by decommissioning redundant applications and infrastructure, thereby reducing application maintenance costs.

The client has achieved year-on-year productivity improvements of nearly five percent in the first year and nearly eight percent in the second year through automation and process improvements. Using the service improvement framework, the Accenture team has generated and implemented nearly 70 continuous improvement ideas resulting in more than 9,000 hours realized efficiency and more than 50 service improvements in progress. The Accenture team continues to focus on leveraging innovation and service optimization to provide cost savings to the client.