A Global Life Sciences CDMO Achieves 15% IT Cost Reduction and 95%+ FCR Leveraging Coforge’s End-to-End GxP IT Managed Services
Overview
A leading global life sciences CDMO, known for its proprietary niche finished dosage formulations, operates complex manufacturing and R&D environments across multiple geographies.
Managing plant manufacturing IT, quality systems, and R&D platforms, while ensuring strict GxP regulatory compliance, had become increasingly challenging at scale, prompting the organization to seek a strategic partner to mitigate these challenges and transform its end-to-end Pharma IT operations.
Operational Complexity Across Sites: Managing IT operations consistently across 19 manufacturing plants and 2 R&D units introduced scale and coordination challenges.
Regulatory Compliance Pressure: Ensuring continuous GxP compliance across manufacturing, quality, and R&D systems required disciplined processes and audit-ready operations.
Fragmented IT Landscape: Multiple applications spanning R&D, manufacturing, quality, and supply chain needed unified support and monitoring.
Efficiency & Cost Optimization: Manual processes, high ticket volumes, and reactive operations limited productivity and increased IT operational costs.
Transformation Mandate: The client sought to modernize, automate, and streamline Corporate IT, Plant IT, Infrastructure, End User Computing, and Helpdesk services without disrupting operations.
Solution
Coforge delivered end-to-end managed IT services, aligned to GxP standards, supported by a dedicated Pharma Center of Excellence (CoE) to ensure scale, compliance, and continuous improvement.
Key Solution Components:
Managed Plant IT & R&D Support (GxP-Aligned):
End-to-end IT operations support for ~19 manufacturing plants and 2 R&D units.
Service Management:
Comprehensive IT operations leveraging industry-leading ITSM tools, standardized processes, and ITIL-aligned governance.
Application Management Services (AMS):
Support for 40+ critical applications, including:
R&D: LIMS, ELN, CDMS
Manufacturing: PLM, MES, eLog
Quality: QMS, Cleaning systems
Supply Chain: Serialization and visibility platforms
Cloud & Infrastructure Services:
Coverage across AWS and Azure, data center management, network operations, and infrastructure monitoring.
Regulatory Compliance & Audit Readiness:
Continuous adherence to GxP regulations, audit preparation, and compliance support.
Process Optimization & Automation:
Leveraged RPA and GenAI to digitize workflows, automate repetitive tasks, and improve service efficiency.
The Impact
Scaled & Reliable Operations:
Successfully supported, scaled, and transformed IT operations across 19 plants and 2 R&D units globally.
Operational Excellence KPIs:
95%+ First Call Resolution (FCR)
48% reduction in Mean Time to Resolution (MTTR)
100% GxP compliance with <1% deviations
90% CSAT, ensuring high user satisfaction during transitions and upgrades
Productivity & Cost Transformation:
25%+ of tickets handled by bots, reducing manual effort
15% reduction in ticket volume through AI-enabled self-service and knowledge management
15% reduction in overall IT operational costs, delivering measurable business value
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