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Easy and comprehensive IT administration at Nomeco
2008-10-07
A solution from Efecte gave Denmark's biggest pharmaceuticals supplier a better service desk and easier administration of the IT infrastructure. With Efecte’s ERP for IT solution, more than 90 percent of all the service desk's requests are solved punctually, even in periods when IT is short-staffed.
A large proportion of the medical supplies on the shelves of Danish pharmacies are supplied by Nomeco, Denmark's biggest pharmaceuticals distributor. This places great demands on the company's IT infrastructure.
IT director Preben Nielsen launched a project designed to improve the company's service desk with the help of incident management. "We already had a rather basic, Lotus Notes-based help desk system. It worked well enough, but it required a lot of data entries in the daily routine," he explains.
"Many projects ended up as slips of paper on the desks, because it took too long to enter them into the help desk system. That meant we weren't able to systematically keep track of events, or measure how efficiently we were serving our colleagues in practice," he explains.
Solution impressed the Danish consultants
Tamro, the Finnish parent company of Nomeco Denmark, had already implemented an ERP for IT solution developed by Efecte which simplified the administration of IT infrastructure, processes and support services, as well as providing correct information as a basis for development and new investments.
"Both we and our external ITIL consultants were impressed when we took a closer look at the solution. The consultants actually assessed that there were no other systems around which were technically on a par with Efecte's solution,” says Preben Nielsen.
The solution was implemented in March 2007, and according to Preben Nielsen, it has operated faultlessly ever since.
"Today, we can measure that more than 90 percent of all the service desk's task requests are solved punctually, even in periods when we are short-staffed or have a high staff turnover. That is a lot higher than the 60-65 percent which is the standard level in most other companies. Our colleagues are also more satisfied with the work of the service desk than previously. Personally, I am in no doubt that the solution has both improved our efficiency and raised the quality of the work we carry out," says Preben.
About Nomeco A/S
Nomeco A/S is Denmark's leading pharmaceuticals supplier, and has 815 staff members, divided between the company’s head office in Copenhagen, a warehouse in Brøndby, Site Halmtorvet (formerly Unikem), and branches in Odense, Aarhus, Kolding and Aalborg. Nomeco has a turnover of more than DKK 10 billion, and is owned by the Finnish-based company Tamro, which in turn is part of the German Phoenix group: the world's fifth-largest pharmaceuticals supplier.
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