Case Study Managed Services

Creating a simplified ‘Help Lounge’ service

World leading pharmaceutical company, United Kingdom

In brief

Challenge

  • Improve existing end user support service
  • Take advantage of improved hardware reliability and automated applications provisioning
  • Improve employee productivity
  • Reduce costs and simplify processes

Solution

  • Create an innovative on-site Help Lounge service
  • Use Halian’s Applications Provisioning and Integration service to restore user profiles and data within an hour
  • Improve the user experience and productivity
  • Streamline desk-side technical support costs and headcount

Background

Our customer is one of the world’s largest pharmaceutical and healthcare companies employing c.100,000 staff over 100 countries with annual revenues of over £30 billion. Halian have been a valued IT services partner to the company since 1996.

Challenge

The business depends on effective IT services being available 24×7. In the UK’s highly regulated environment, fighting the rising costs of end user support was a priority for the company. Despite hardware reliability improving and the automation of the application provisioning process, IT support was becoming an unmanageable cost via a pay-per-use break & fix model. The business was struggling to justify having highly experienced third party hardware and software engineers providing a roving desk-side support service.

In 2013, Halian was awarded the contract to provide a new cost-effective and dynamic IT service to more than 10,000 users in 15 sites across the UK and Ireland. The initial headcount of 35 Service Engineers has increased to 45 as new locations have been added.

Solution

The Halian “Help Lounge”, inspired by Apple’s “Genius Bar” concept, enables employees to visit an on-site lounge area and exchange a defective laptop for a working one, with all their profile applications, data, and files immediately transferred from a centralised directory. Employees are back at work in less than 45 minutes. Deskside technical support costs and outstanding help desk tickets have been significantly reduced.

Laptops brought in for repair to the Help Lounge can either be fixed and placed for rotation in the replacement scheme, or returned to the manufacturer for warranty repairs. An appropriately skilled core team of engineers is available to provide desk-side support for workstation users and visit more remote sites with smaller user communities.

Outcome

Halian’s unique Help Lounge revolutionised their approach to IT support and delivered 30% annual cost savings compared to the previous supplier. This represents ongoing seven-figure savings within three years of the initial contract, which has subsequently been extended. Satisfaction ratings have consistently been “very good” or “excellent”. Halian have helped minimise user downtime and improve productivity – all while simplifying processes.

“We’re delighted that our customer has seen a clear business benefit from implementing our Help Lounge concept. Our Applications Provisioning & Integration Service, combined with our Help Lounge Service lets customers simplify and streamline delivery of critical IT services while reducing costs and enhancing productivity. We’re pleased to continue our long term partnership, and I’m confident we’ll continue to see excellent results in the years to come.”

Levon Antonian, Halian Group Managing Director