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Case Study - Leading chemical informatics provider |
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Strategic technical support through
strategic knowledge sourcing,
a Q3 stronghold |
| Q3's global sourcing model gives the maximum benefit to customers in terms of cost savings, improved quality, access to highly talented professionals, flexibility of operations and reduced time to market. |
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| Company
Profile |
- Client is the leading supplier of Internet browser and webserver based life
science desktop software, enterprise solutions, chemical databases and
consulting services to the biotechnology, pharmaceutical, and chemical
industries.
- Client’s partnerships with recognized scientific information providers make a
rich array of databases and sources available to customers. Information
publishers include Merck, Wolters Kluwer, Organic Syntheses, Derwent and ISI
(Thomson), and InfoChem (Springer Verlag/Candover & Cinven).
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| Business Situation |
| Client’s goal was to create a world-wide technical help Desk providing first line
support and problem recording to be serviced by specialized best of breed support
staff. It was therefore in search of a suitable offshore partner who would help it take its
customer service to new heights and enable it to be truly competitive and effective in
supporting the support servicing of its products, at reduced cost. At the same time it
was Imperative that the knowledge base and expertise of support staff has to be cut
above average and unmatched. |
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| Solution |
- Application management, knowledge acquisition/knowledge transfer and knowledge
repository driven by meta-data level 3 support from offshore application enhancements
production support.
- Application Development, technical Assessments/Consultancy, requirements study,
application architecture and design, database design/data modeling Construction
and Implementation/Rollout.
- Strong bonding between Client and Q3 Technologies teams
- Open communication; efficient project planning; managed expectations
- Right processes ensuring quality deliveries; good documentation
- Efficient scope management/change control management
- Leveraging of Q3 Technologies capabilities for new application development.
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| Benefits |
- Qualitative drivers and operational synergies between Client and Q3 Technologies
- Mature processes for Client's systems; uniform documentation of applications
- SLA based application support and development services
- Significant cost savings and profitability due to single point application support,
lower running cost as a result of mature processes, excellent resources, and price
competitiveness.
- Re-alignment of Client resources with increased focus on strategic high-end
responsibilities.
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Customer Speaks |
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 We have found Q3 to be flexible, technically superior and most importantly strictly adherent to deadlines. With little in the way of formal specifications they have worked their magic accurately, thoroughly with little or no corrections. I find the entire team, especially our technical liaison, to be available and really understand our customers’ needs and desires for challenging software. I highly recommend Q3 to all those who need a outsource partner with depth, breadth and a competitive cost structure. |
J. Brooke Aker
CEO, Acuity Software |
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