Tapping into Managed Application Services

After making a decision to move the entire company to the SAP software, a major Pharmaceutical company needed a solution for managing the support of its existing legacy applications during the transition.

The business was also understaffed in terms of IT resources to support a growing user base with sites in the USA, the UK and other countries in Europe. In addition, the company decided that it needed to improve the quality of software support and to improve the incident tracking of reported problems across internatrional boundaries.  This all needed to be done without adding headcount.

Ceiba Solutions was contacted to first assess and then implement a full Managed Application support for this pharma comapny’s commercial and R&D systems.  Ceiba now provides global system support for applications including ERP, Business Objects, Lab Instrumentation, R&D Applications, Financial and Inventory systems.

Ceiba has been within the Service Level Agreements (SLA) in all months since taking over the application support, and having met all of the goals for this project, the customer has continued to move more of their support to Ceiba Solutions.