Douglas Pharmaceuticals

CLIENT PROFLE:

Douglas Pharmaceuticals (Douglas) is one of the fastest growing pharmaceutical companies in Australasia. 

Key to the success of the company is it's outstanding customer service - reflected in being consistently ranked as the top performing company in the New Zealand IMS surveys on pharmacist satisfaction.

Douglas has made considerable investment in product development laboratories and a specifically designed containment suite for steroid manufacture which leads to providing it's clients with high quality products.

CHALLENGE

With hundreds of staff, a large and sophisticated IT network across different locations, hundreds of peripheral devices and high volumes of work came a corresponding pressure on the internal IT resources at Douglas.  Staff demanded ongoing helpdesk assistance with multitudes of IT and network related queries and issues.

The Douglas team recognised that this demand was eating disproportionately into the professional IT resources internally and a third party support mechanism would free up that resource to offer more high-level service to the business

SOLUTION

Origin IT’s Helpdesk team strategically managed a phase-in of all of Douglas' initial end user contact relating to I.T. issues and support.

The Origin ONEFEE ASSIST solution offered an ‘information, assistance and resolution’ resource for Douglas that troubleshoots problems with i t's IT networks, end user computers, designated applications and other IT related products/peripherals.  Current Origin IT Helpdesk clients utilise support via direct telephone contact, website tool and/or email.

RESULT

ONEFEE ASSIST  has been implemented for nearly 2 years and has proven to be a successful investment for Douglas, freeing up the resource of the internal IT specialists to concentrate on tackling I.T.-specific projects and more high level network issues, while having the comfort of routine and rudimentary IT issues at level 1 and 2.

Rod DeSpong, CFO of Douglas adds "It has absolutely been doing exactly what we wanted it to, and relieved the pressure on our guys internally while freeing them up to focus on projects, which mean we are getting better ROI with their skill-sets. Origins' help-desk facility has been excellent - the feed-back I am getting is that they are doing the job well and covering all our day-to-day issues"

Origin IT’s typical Helpdesk solution has several functions.  However, primarily it provides users with a central point to receive help on various computer issues.

The Helpdesk typically manages its requests via it's Helpdesk software, such as our incident tracking system, that allows the Helpdesk team to track user requests with a unique ‘job number’.  The online Helpdesk software can often be an extremely beneficial tool when used to find, analyze, and eliminate common problems in anorganisation's computing environment.

ONEFEE ASSIST offered Douglas a simple monthly per user cost structure which has maximum flex for growth or shrinkage of user numbers.