Milestone Resources

BioPharma Company Upgrades IT Service Desk Capabilities with Milestone

The Challenge

One of our clients is an American biopharmaceutical company that researches, develops and commercializes antiviral drugs. Headquartered in California, the company has almost 12,000 users worldwide that support 40,000 support tickets annually. The challenge posed to Milestone was to deliver an enhanced, high-touch delivery model for end-user support services at its main headquarters, which includes 40+ buildings and 8,000+ staff.

Milestone Approach

Milestone stood up three full-service concierge desks utilizing “traffic pattern” data from the company’s ServiceNow ITSM tool to optimize locations.

Results

Milestone’s solution has resulted in an exceptional customer experience, with CSAT scores regularly exceeding 4.9 (out of 5) and a client ticket resolution (CTR) percentage nearing 100 percent.

By the Numbers

Metric Value
End Users 12,000
CSAT 4.9 out of 5
Client Ticket Resolution (CTR) Near 100%

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