International pharmaceutical company: Taking over the service

1. In total, ICL Services supports about 100 enterprise applications of the Customer. They can be divided into several areas:

   A set of applications based on 1C

   They include:

   • modified solutions based on 1C Salary and Human Resource Management for personnel records and payroll accounting for the Customer's employees in Russia and Kazakhstan;
   • a solution based on 1C:Document Management, within the framework of which numerous modules were create to service internal business processes, such as the Employee Personal Portal, organisation of pharmaceutical events, accounting for fuel cards and personal cars, accounting for the balance of vacations, accounting for property, etc.
   This set of applications is constantly being improved by ICL Services, which improves and adapts solutions
   to business needs.
   
   

   SAP-based applications. The Customer uses a basic set of SAP modules such as:

   • Finance and Controlling (FI/CO);
   • Accounts Payable, Accounts Receivable;
   • Fixed Asset Accounting;
   • Investment Management;
   • Material Management;
   • Sales & Distribution, etc.
   We also support the following solutions:
   
   
   • Kontur.ERP: a Russian SAP module for electronic document management;
   • Russian add-on: standard adaptation of SAP functionality to the specifics of the legislation of the Russian Federation (purchase/sales books, etc.).
   In addition, the SAP system uses interfaces for interacting with various global systems of the Customer (corporate reporting systems, specialised master systems for planning/manufacturing, etc.), local systems (1C system modules, internal reporting systems, etc.), as well as external systems such as warehouse systems of external contractors and operators of electronic document management (EDI, EDS, serialisation), and reporting systems for state bodies.
   
   

   ICL Services is responsible for maintaining the current SAP functionality and interfaces, as well as expanding them by actively monitoring all relevant business needs.

   Business Intelligence Applications. ICL Services completely redesigned the Data Warehouse and developed a warehouse from scratch based on Amazon Web Services solutions, as well as created a web portal with data marts for users. Thanks to the modernisation of DSS, the Customer can get information about sales that is as close to reality as possible. ICL Services also supports users of BI solutions.

   СRM. The system for working with customers is based on IQVIA Mobile Intelligence. ICL Services consults system users in 36 countries around the world, makes changes and generates reports for key users.

   ICL Services also supports:

   • custom built applications based on SharePoint, .Net, and Java;
   • reporting applications based on Cognos TM1, PA, in which bonuses for employees and distribution networks are calculated;
     
   • product websites, portals for healthcare professionals, webinars and other digital activities of the Customer: ICL Services develops websites and integrates them with other systems, exports data, troubleshoots systems and consults over 70,000 users. 
   Transition Period
   
   To accept the entire pool of activities, we used a methodology for transferring applications for support. It consists of five stages:
   
   1. Transfer of knowledge from a previous service provider. First of all, ICL Services received information from other contractors for three months to dive into each area, and also updated the documentation and supplemented the knowledge base with new articles and instructions.
   
   2. Playback session. Based on the results of the first stage, the Customer had the opportunity to assess the quality of information processing by us by checking the knowledge gained on technological streams with engineers (analysts, developers). Also, during this period, key business users were identified, teams of developers, engineers and analysts were formed, owners of technology streams, operational and delivery managers were appointed.
   
   3. Shadowing. After the internal exam, the shadowing stage began: ICL Services service managers and engineers observed and repeated the actions of the departing service provider and took over about 20% of the total workload. This stage made it possible to begin to apply knowledge in practice, as well as fill the knowledge base with new data within the framework of the project.
   
   4. Reverse shadowing. At the next stage, we took on more responsibilities: ICL Services resolved 80% of tickets, and employees of departing contractors monitored their activities.
   
   5. Checking the readiness of the team to provide services. This stage took three months. All processes for the provision of services were optimised, final checks were carried out to confirm the availability of all the necessary accesses, instructions, etc. Such careful preparation for supporting the Customer's applications allowed us to quickly enter the green zone for all SLAs. At the same time, the SLA indicators for each application are calculated separately, and the total number of monitored indicators reaches 1,300.
   
   The entire stage of the transfer of services took about seven months. Currently, the Customer's enterprise applications are supported by 90 ICL Services employees.

Products and technologies

• • 1C (Payroll and HR Management, Manufacturing Enterprise Management, Document Management, etc.)
  • SAP (FI, MM, SD)
  • IQVIA Mobile Intelligence
  • Сognos TM1, PA
  • Amazon Web Services
  • QV/QS
  • SharePoint, .Net, Java