Dedicated to serving the increasingly complex drug development market through education and live meetings, this organization found itself challenged to meet and exceed its users sophisticated expectations. With an extremely diverse user base, and a need to maintain a high value add for its users, our client sought to identify technologies which would increase user service, leverage intellectual capital, and increase their contribution to drug development professionals' career development.
Beginning with a technology strategy integrated with the overall business plan, the LiquidSpoke team focused on those technologies which would provide high value for the association's users. A selection process was used to identify the technology and desktop applications most commonly used by all end users in their environment. We built a strategy for how to outsource the support for all Microsoft and desktop applications to gain better control and process over existing support structures. The organization also had a very old, complex service desk solution that was becoming an expensive proposition, so we were able to extend our platform as part of the overall outsourced engagement model. Together, these initiatives bring our client into the forefront of outsourcing tier 1 support in the pharmaceutical industry.
Technologies & Techniques
- Desktop support
- Request Management system
- Service Level Management software
- Microsoft Suite support
- VPN support
A leading healthcare company found that it could not adequately leverage the continuing telephony platform it had invested in. The expense to manage a traditional legacy asset was becoming more and more difficult and the vendor dependency for all management of the platform was increasingly expensive.
The LiquidSpoke team outlined a telephony migration plan and application development skill sets which allowed the organization to leverage their existing patient database application and integrate that application to a IP Telephony system for 600 users across four sites. LiquidSpoke developed a utility which made use of the existing "homegrown" patient database application, but would now allow the front desk to "pop screens" on all incoming calls to identify patient information at the first step of the patient experience.
The CTI application ran within the client's existing Microsoft server framework, and was a welcome addition to the services the client provided to its patients. The IP Telephony system was web based and easy to manage as well as integrate their data applications into the framework.
Technologies & Techniques
- IP Telephony application
- .NET software
- CTI
- Homegrown application system integration
- Patient records system
A leading pioneer in the development of physical medicine treatment strategies and the first company to offer specialized programs to manage physical medicine services was experiencing higher call volumes and needed to design a routing plan to effectively manage getting callers to the right customer care representatives.
The LiquidSpoke team was contracted to design, build and implement a distributed contact center using a IP Telephony platform. The client operated within two time zones and was able to leverage the representatives in both areas to extend the hours of coverage to their clients and distribute the call volumes. A high speed MPLS wide area network was designed by the LiquidSpoke Professional Services group to meet the requirements of handling larger call volumes without sacrificing quality of calls between locations.
The end result was higher level of call completions and increased client satisfaction levels.
Technologies & Techniques
- IP Telephony application
- Contact Center
- Business Consulting
A specialty pharmaceutical company focused on the development and commercial sale of prescription drug products was faced with difficult decisions about how to build a data infrastructure that could support IP telephony and QoS for it's future growth. The company was short on IT resources and needed a "trusted partner" that could not only provide guidance on design, but could continue to support the data infrastructure for years to come.
The LiquidSpoke team was selected by the company to evaluate the current business plan and offer recommendations for technology planning to accommodate the growth expectations of the company. We implemented a redundant network infrastructure and IP telephony platform which was designed around future growth capacity planning.
Technologies & Techniques
- IP Telephony application
- Unified Messaging
- Technology Consulting
- Data Infrastructure Design and Implementation
One of the nation's leading provider of pharmaceutical care for seniors needed to fulfill internal requirements for staffing a high level Tier II engineer for their global service desk. The Service Desk was falling behind on internal users requests for IT support and the resources were tight. The company spent several weeks interviewing potential candidates for the position, but were not successful in their search.
LiquidSpoke was contracted to fulfill the position in a quick timeframe. Our team worked quickly and within two weeks satisfied the client requirements. We were able to recruit a candidate very quickly within our own group of experts and continue to provide support for the company today.
Technologies & Techniques
- Tier II consultant
- Service Desk
- Recruiting and Staffing
A leading biopharmaceutical company that specializes in development and commercialization of novel prescription products needed to provide remote connectivity to partners, suppliers and employees. The increased desire to connect to larger suppliers and partners had created a project whereby the company needed to hire a consulting firm to help them design and implement a solution. With a short timeframe and strong demand, the client decided to retain LiquidSpoke as the partner to help them implement and design a Virtual Private Network (VPN) solution.
Our team worked hard to help the client understand all the potential solutions that were available to them. We were asked by the client to implement and recommend the best solution in a timely matter that would meet their requirements. We were successful in getting the project completed in just less than four weeks.
Technologies & Techniques
- Technology Consulting
- VPN connectivity
- Internet connectivity
