Service all around: Mobile devices under control

In 2011, Lilly deployed approximately 500 iPads I and II to the sales reps of different business units. The iPads were meant to support the sales rep during the call with the doctor. Besides, around hundred Lilly employees in the office use iPads for their daily tasks. Lilly global uses MobileIron as Mobile Device Management (MDM). Apart from the specific product information on the iPad, Lilly has distributed gradually additional apps with information and for administrative purposes.

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 realignments) 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.