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.

Alkira scope

• 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.