Service all around: Mobile Devices at grips
Everything from a single sources: Three-tier iPad support with Mobile-Iron as MDM, project support, and supplier management for more than 600 mobile devices used by of-fice staff and sales force of Lilly Germany.
The Lilly IT organisation faced the challenge that they wanted to provide an efficient and quick support for the users. With the resources given this was not possible. The external global support partner did not cover services for the iPad. In this situation Sycor mbs was able to help. “Because of the long-time, trustful cooperation in the area of training, CRM services, testing and Business Intelligence it was only consequent to choose Sycor mbs as service partner for all matters related to the iPad”, says Harry Hedrich, IT Business Partner at Lilly Germany. The Göttingen based Sycor mbs Healthcare Service Center renders the 1st level service and is accepted by all Lilly employees as single point of contact for all iPad matters. In addition, onsite as 2nd and 3rd tier Sycor mbs, renders further services which go beyond the normal Mobile Device Management. Besides Asset Management (including administration, claim and order management), User Management (e.g. on and off boarding as well as realignements) and remote wipe Sycor mbs also takes care of current projects. This includes planning and execution of necessary iTunes and iOS updates as well as immediate problem solving with the software producer MobileIron. Furthermore the Sycor mbs team also is in charge of the deployment of new apps and offers additionally telephone coaching as training method for the users. Consequently all iPad related services are rendered from a single source by Sycor mbs. Problem solving methods and proactive steps are derived from the weekly telephone conferences as well as from analyzing the ticket reports.
Service all around: Mobile Devices at grips (Since October 2011)
- Project goals: Bundled services for iPad user and Mobile Device Management Sycor mbs
- SPOC for all matters
- Incident and Problem Management
- Asset Management
- Project Management
- Coaching / Training
More about the company:
Eli Lilly and Company
Headquarters: Indianapolis, Indiana (USA)