Hypercare Drives D&A Operational Excellence for a Global Biopharma Leader

Pharma & Healthcare D&A Operations and Support Hypercare D&A Managed Services

Infocepts helped a global biopharmaceutical company overcome rising data analytics operations costs and inefficiencies with Hypercare-driven intelligent automation, achieving a 27% labor cost reduction, 70% fewer failures, zero downtime, and faster resolution times.

The Challenge

Despite a robust data foundation powered by advanced technologies such as Snowflake, Informatica, DBT, MicroStrategy, Tableau, AWS, and Azure, the client faced several operational challenges:

Rising Service Delivery Costs: Escalating costs to maintain service levels strained operational budgets.
Frequent Data Delivery Delays: Pipeline failures caused critical delays, disrupting business processes.
Inefficiencies in Tech Monitoring: Distributed control centers led to fragmented monitoring, reducing efficiency.
Reliance on Manual Processes: Manual efforts for data quality checks, pipeline monitoring, issue resolution, and 24×7 support created significant bottlenecks, limiting scalability and responsiveness.

These challenges impeded the clients ability to achieve optimal efficiency and meet growing business demands.

The Outcome

The implementation of intelligent automations delivered transformative results, driving efficiency and enhancing user experience:

Cost Savings: Monthly labor costs reduced by 27%
Reduced Failures: End-user impact instances decreased by 70%
Zero Downtime: System unavailability incidents eliminated, improving reliability.
Faster Resolution: Average turnaround time for user requests improved from 5.5 hours to 4 hours, significantly boosting customer satisfaction.

The Solution

To address these challenges, Infocepts delivered a comprehensive, self-acting, AI enabled Managed Services Solution. This solution provided 24×7 support for data and analytics services, continuous enhancements, and streamlined operations for over 10 technologies, 52 data products, 650 tickets monthly, and a growing user base of 600+ stakeholders. Here’s how we addressed the challenges and achieved the desired goals:

Problem Discovery: Leveraging Infocepts’ Info-Assess framework, we systematically identified inefficiencies by analyzing historical ticket data, pipeline job execution logs, and labor cost metrics to pinpoint high manual effort areas.
Hypercare-Driven Intelligent Automation: Enabled by the Hypercare Jarvis Chatbot, the solution automated ticket management, with failures automatically detected and reported, then either auto-fixed or assigned to agents for swift resolution.
Intelligent Orchestration: Automated real-time workflows to streamline operations and enhance system performance across multiple platforms.
Noise Reduction: Filtered invalid, duplicate, or irrelevant issues to minimize distractions and prioritize critical alerts.
Self-Healing and Auto-Remediation: Addressed 30% of issues automatically through advanced automations, including cache invalidation, performance monitoring, anomaly detection, workflow routing, and resource optimization, significantly reducing failures and manual intervention.

The integration of Hypercare played a pivotal role in ensuring proactive issue resolution and seamless service delivery, driving efficiency and scalability for the client.

The Outcome

The implementation of intelligent automations delivered transformative results, driving efficiency and enhancing user experience:

Cost Savings: Monthly labor costs reduced by 27%
Reduced Failures: End-user impact instances decreased by 70%
Zero Downtime: System unavailability incidents eliminated, improving reliability.
Faster Resolution: Average turnaround time for user requests improved from 5.5 hours to 4 hours, significantly boosting customer satisfaction.

Get in touch with our experts to explore how we can support your data and AI transformation journey.

About the Client

Our client is a leading biopharmaceutical research and innovative medicine manufacturing company with a global presence across the US, Europe, and Asia. Their operations are supported by a robust Data and Analytics system leveraging technologies such as Snowflake, AWS, and Azure.

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Hypercare Drives D&A Operational Excellence for a Global Biopharma Leader

The Challenge

The Outcome

The Solution

The Outcome

Get in touch with our experts to explore how we can support your data and AI transformation journey.

About the Client

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