Case Study

Leading life sciences CDMO achieves GxP‑compliant IT operations with managed services

Industry

Healthcare and Life Sciences | Life Sciences

Location

Global

Our Contributions

Pharma Business Process Optimization | Cloud Services | Application Management Services

For pharma companies, managing plant IT, quality systems, and R&D platforms while ensuring strict GxP regulatory compliance is challenging. Enabling these business-critical platforms to scale with the company as it grows is even harder.

Manual processes, high ticket volumes, and reactive operations all limit productivity and drive up operational costs, which makes it critical to implement modern, automated IT operations.

The Challenge

A leading contract development and manufacturing organization (CDMO) was having difficulty consistently managing IT operations across 19 manufacturing plants and two R&D units. Its IT landscape was fragmented, with multiple applications handling R&D, manufacturing, quality, and supply chain.

This complexity and GxP compliance mandates required disciplined support and monitoring processes, prompting the company’s leadership to look for a strategic partner to help.

They chose Coforge to modernize, automate, and streamline their IT services without disrupting operations.

Our Approach

Coforge analyzed the client’s IT environment and operations, then set up an end-to-end managed IT services model aligned to GxP standards. Our dedicated Pharma Center of Excellence (CoE) supported the engagement with expertise and best practices to ensure scale, compliance, and continuous improvement. Key components of the solution included:

Managed IT Ops

Comprehensive IT operations leveraging industry-leading ITSM tools, standardized processes, and ITIL-aligned governance.

Application Management Services (AMS)

Support for 40+ applications across critical areas including R&D, manufacturing, quality, and supply chain.

Cloud & Infrastructure Services

Coverage across AWS and Azure, data center management, network operations, and infrastructure monitoring.

Regulatory Compliance and Audit Readiness

Coforge took over support for continuous adherence to GxP regulations, audit preparation, and compliance support.

Process Optimization and Automation

RPA and Gen AI were implemented to digitize workflows, automate repetitive tasks, and improve service efficiency.

Impact to Date

Coforge’s solution was successfully implemented and scaled, and now supports the client with streamlined, standardized IT operations for 19 manufacturing plants and two R&D units across the globe.

95%+

first call resolution

48%

reduction in Mean Time to Resolution (MMTR)

100%

GxP compliance with <1% deviations

15%

reduction in overall IT operational costs

Supporting Points

25%+

of tickets are automatically handled by bots reducing manual effort

15%

reduction in ticket volume through AI-enabled self-service and knowledge management

90%

CSAT ensuring high user satisfaction during transitions and upgrades