Parexel Informatics (now Calyx) is a leading provider of technology solutions for pharmaceutical clinical trials. They were struggling to deliver exceptional customer service due to a fragmented technology landscape and engaged Alkira to transform its Technology Service Management capabilities through people, process and technology improvements.
Performed an assessment to identify root causes of poor customer experience and defined a target operating model encompassing technology, organisation, processes and tooling to drive a more seamless end-to-end experience.
Performed Technology Sourcing to identify, select and onboard a Servicenow integrator to operationalize processes across the organisation.
Project managed the implementation of Servicenow platform to improve digital workflows across enterprise operations.