About the client: 

Bayer is a leading global healthcare company that is committed to improving the lives of people around the world. According to a recent report by Statista, the healthcare industry in the US generated over $3.8 trillion in revenue in 2019 and is expected to continue to grow in the coming years. In this race of moving forward, Bayer encountered severe issues with their Business processes and IT operations, resulting in inefficiencies. 

Business Challenges: 

  • Bayer’s women’s healthcare arm lacked the modern features required for efficient service delivery in their existing ITSM help desk system.
  • Business processes struggled with inefficiencies that hindered their service delivery.
  • Ticket resolution times were slow, impacting customer satisfaction and productivity.
  • The system lacked defined customer interactions and workflows, easy reporting, and SLAs for measuring service delivery with Physician’s offices.