{"id":23294,"date":"2021-03-15T07:17:30","date_gmt":"2021-03-15T07:17:30","guid":{"rendered":"https:\/\/ultragenicglobal.com\/?p=23294"},"modified":"2024-02-22T04:53:54","modified_gmt":"2024-02-22T04:53:54","slug":"ultragenic-builds-a-complete-application-and-infrastructure-support-architecture-for-a-leading-global-cro","status":"publish","type":"post","link":"https:\/\/www.fyeo.in\/ultragenic\/ultragenic-builds-a-complete-application-and-infrastructure-support-architecture-for-a-leading-global-cro\/","title":{"rendered":"Ultragenic builds a complete application and infrastructure support architecture for a leading Global CRO."},"content":{"rendered":"<section data-vc-full-width=\"true\" data-vc-full-width-init=\"false\" class=\"vc_row wpb_row vc_row-fluid  vc_custom_1617789184205 vc_row-has-fill pofo-stretch-content pofo-stretch-row-container\"><div class=\"wpb_column vc_column_container vc_col-sm-12  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner \"><div class=\"wpb_wrapper\"><\/div><\/div><\/div><\/section><div class=\"vc_row-full-width vc_clearfix\"><\/div><section class=\"vc_row wpb_row vc_row-fluid  vc_custom_1617790463776 position-relative vc_row-has-fill\"><div class=\"wpb_column vc_column_container  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner \"><div class=\"wpb_wrapper\"><div class=\"vc_row wpb_row vc_inner vc_row-fluid\"><div class=\"wpb_column vc_column_container vc_col-sm-12  col-xs-mobile-fullwidth text-justify\"><div class=\"vc_column-inner \"><div class=\"wpb_wrapper\"><h4 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-inline-block alt-font heading-style2  heading-1\"  style=\"font-size: 30px; line-height: 42px; font-weight: 600; color: #223d77;\" data-fontsize=\"30px\" data-lineheight=\"42px\">Ultragenic builds a complete application and infrastructure support architecture for a leading Global CRO.<\/h4><\/div><\/div><\/div><\/div><div class=\"vc_row wpb_row vc_inner vc_row-fluid\"><div class=\"wpb_column vc_column_container vc_col-sm-6  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner vc_custom_1617790621498\"><div class=\"wpb_wrapper\"><h6 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-inline-block alt-font heading-style2  heading-2\"  style=\"font-size: 30px; font-weight: 700; color: #223d77;\" data-fontsize=\"30px\">The Challenge<\/h6><div class=\"last-paragraph-no-margin\"><p>The client is a leading global Contract Research Organization (CRO), providing regulatory, compliance, pharmacovigilance and medical information services to Pharma, bio-tech and medical device companies. Currently servicing over 150 pharma clients, they wanted a partner, who could provide complete application and infrastructure support for their multi-tenant Argus Safety 8.1.2.1 suite.<\/p>\n<\/div><\/div><\/div><\/div><div class=\"wpb_column vc_column_container vc_col-has-fill vc_col-sm-6  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner vc_custom_1617790634491\"><div class=\"wpb_wrapper\"><div class=\"last-paragraph-no-margin\" style=\"color: #ffffff;\"><p><strong style=\"font-size: 24px;\">Key Deliverables<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Build in efficiency in the overall process of Managed Services, including but not limited to Change Management, Incident Management, Long-pending tickets, Ad-hoc report request, Turnaround time of requests etc.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Complete Application support, which included:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Configuration Execution and Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">E2B (R2 and R3) Profile Maintenance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">New Tenant Configuration<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Reporting Support<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Access Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">E2B Profile Maintenance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Business\/Regulatory Support<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Infrastructure Support, which included:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">System Maintenance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Dictionary Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Disaster Recovery<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><div class=\"vc_row wpb_row vc_inner vc_row-fluid  vc_custom_1617790432464\"><div class=\"wpb_column vc_column_container vc_col-sm-12  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner \"><div class=\"wpb_wrapper\"><div class=\"separator-line-horrizontal-full bg-extra-light-gray center-col pofo-separator\" style=\"background-color:#ededed; min-height: 1px; width: 100%;\"><\/div><\/div><\/div><\/div><\/div><div class=\"vc_row wpb_row vc_inner vc_row-fluid\"><div class=\"wpb_column vc_column_container vc_col-sm-12  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner \"><div class=\"wpb_wrapper\"><h6 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-inline-block alt-font heading-style2  heading-3\"  style=\"font-size: 30px; font-weight: 700; color: #223d77;\" data-fontsize=\"30px\">Our Approach (Solution)<\/h6><div class=\"last-paragraph-no-margin\"><p>We understood the client\u2019s requirements in detail and carefully selected an experienced team with the right balance of business and technology to provide 20*5 MS support. The team had a proven track record of deploying safety systems for global clients across time zones.<\/p>\n<p>We worked on developing a model to handle all of PV technology needs via a combination of managed services and projects, thus reducing price points progressively. We worked with a productization mindset by focusing on continuous process improvements and building reusable assets.<\/p>\n<p><strong>Our solution provided:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Well-defined processes based on ITIL principles, Global coverage and System optimization.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offered flexibility of handing unlimited tickets, while identifying and applying efficiency measures.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Established the governance model, which included:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">KPI Based Management: Establish, Track &amp; Measure, Demonstrate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Team Meeting<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Leadership Meeting<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Steering Committee Meeting<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Processes<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Incident Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Severity 1 Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Change Management<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section data-vc-full-width=\"true\" data-vc-full-width-init=\"false\" class=\"vc_row wpb_row vc_row-fluid  vc_custom_1617790380832 vc_row-has-fill pofo-stretch-content pofo-stretch-row-container\"><div class=\"wpb_column vc_column_container vc_col-sm-12  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner vc_custom_1617790191811\"><div class=\"wpb_wrapper\"><h6 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-inline-block alt-font heading-style2  heading-4\"  style=\"font-size: 30px; font-weight: 700; color: #223d77;\" data-fontsize=\"30px\">Client Benefits<\/h6><div class=\"vc_row wpb_row vc_inner vc_row-fluid  vc_custom_1617804416866\"><div class=\"wpb_column vc_column_container vc_col-sm-4  col-xs-mobile-fullwidth text-center\"><div class=\"vc_column-inner vc_custom_1617796373550\"><div class=\"wpb_wrapper\"><h4 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-inline-block alt-font heading-style2  vc_custom_1617796424647  heading-5\"  style=\"line-height: 50px; font-weight: 700; color: #223d77;\" data-lineheight=\"50px\">900 +<\/h4><div class=\"last-paragraph-no-margin\"><p>Tickets Addressed in first seven months<\/p>\n<\/div><\/div><\/div><\/div><div class=\"wpb_column vc_column_container vc_col-sm-4  col-xs-mobile-fullwidth text-center\"><div class=\"vc_column-inner vc_custom_1617796379084\"><div class=\"wpb_wrapper\"><h4 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-inline-block alt-font heading-style2  vc_custom_1617796430469  heading-6\"  style=\"line-height: 50px; font-weight: 700; color: #223d77;\" data-lineheight=\"50px\">86% +<\/h4><div class=\"last-paragraph-no-margin\"><p>Successful closure rate achieved<\/p>\n<\/div><\/div><\/div><\/div><div class=\"wpb_column vc_column_container vc_col-sm-4  col-xs-mobile-fullwidth text-center\"><div class=\"vc_column-inner vc_custom_1617796384692\"><div class=\"wpb_wrapper\"><h4 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-inline-block alt-font heading-style2  vc_custom_1617796437070  heading-7\"  style=\"line-height: 50px; font-weight: 700; color: #223d77;\" data-lineheight=\"50px\">130 +<\/h4><div class=\"last-paragraph-no-margin\"><p>Solution handling tickets per month<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"last-paragraph-no-margin\"><p>Our solution provided tremendous support to the client\u2019s business team by addressing over 900 tickets and achieving a success percentage of 86% closed tickets within the first seven months. The solution addresses an incoming volume of over 130 tickets\/month, which includes change requests, incidents, custom reports, infrastructure support etc.<\/p>\n<p>As our engagement progressed, our scope grew to include handling of overall support structure. Currently our team also provides support for upstream-downstream applications like Custom Querying, IRMS, infrastructure, Ad-hoc Custom Reports etc.<\/p>\n<p>Ultragenic has been able to build-in efficiency and save significant time and cost for the client by managing Argus configuration related to Data migration and extract projects in MS through a dedicated team.<\/p>\n<\/div><div class=\"last-paragraph-no-margin\"><p><strong>There are future plans to:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Build Custom Report solution using BI Tool<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide IRMS Support<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automate Argus configuration using our Ultra-Config tool<\/span><\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/section><div class=\"vc_row-full-width vc_clearfix\"><\/div><section class=\"vc_row wpb_row vc_row-fluid  vc_custom_1617793095950\"><div class=\"wpb_column vc_column_container vc_col-sm-12  col-xs-mobile-fullwidth text-center\"><div class=\"vc_column-inner \"><div class=\"wpb_wrapper\"><h6 class=\"text-extra-dark-gray margin-20px-bottom font-weight-600 display-block alt-font heading-style2  heading-8\"  style=\"font-weight: 600; 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