Service from one source and all 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 reps during calls with doctors. In addition, around one-hundred Lilly employees in the office use iPads for their daily tasks. Lilly global uses MobileIron for Mobile Device Management (MDM). Apart from the specific product information on the iPad, Lilly has  gradually distributed additional apps with new information and for administrative purposes.

Lilly's IT organization faced the challenge that they wanted to provide efficient and quick support for their users. With the resources given, that was not possible. The external global support partner did not cover services for the iPad. In this situation, Sycor was able to help. “Because of the long-time, trustful cooperation in the area of training, CRM services, testing, and Business Intelligence, it was a no-brainer to choose Sycor as our service partner for all matters related to the iPad”, says Harry Hedrich, IT Business Partner at Lilly Germany. The Sycor Healthcare Service Center renders the 1st level service and is accepted by all Lilly employees as the single point of contact for all iPad matters. In addition, onsite as 2nd and 3rd tier, Sycor 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 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 team is also in charge of the deployment of new apps and offers additional telephone coaching as a training method for the users. Consequently, with Sycor, all iPad related services are rendered from a single source. Problem solving methods and proactive steps are derived from the weekly telephone conferences as well as from analyzing the ticket reports.