Supernus Pharmaceuticals, a U.S.-based firm that specializes in treating illnesses of the central nervous system, integrated its IT processes using FreshserviceTM to eventually go to market faster, according to Freshworks Inc., a software company that empowers the people who power business.
“Caring” is one of Supernus’ basic values. This idea applies to both patients with disorders like Parkinson’s who rely on the pharmaceuticals the company produces and the company’s internal employees. For the IT department, this includes ensuring that each of Supernus’ 500 staff receives prompt responses to their requests, allowing them to meet strict deadlines for getting patients the pharmaceuticals they require to manage their sickness.
Supernus used to provide IT help by email, phone, and direct walk-ins before deploying Freshservice. This multi-channel support paradigm resulted in a slew of problems. The volume of tickets and the team’s productivity could not be measured because incoming requests were not logged. Inconsistent response and resolution times were caused by the lack of pre-defined ticket SLAs. Employees also had a limited understanding of legacy systems, forcing them to rely on the IT staff for even simple concerns.
“The lack of these clear processes was hindering our operational excellence. We determined that a new platform was needed to serve as a single repository for all IT service requests and incidents, and that could also support future IT initiatives. Freshservice addresses all of our needs,”said Alejandro Massuet, IT Helpdesk Manager, Supernus Pharmaceuticals.
Freshservice’s use as a single portal for IT inquiries swiftly resolved the problems the team had with its previous multi-channel support strategy. The Supernus team was ecstatic to meet its goal of 50 percent of its around 1,000 monthly IT ticket requests going through the Freshservice portal within the first five months, with 80 percent of tickets flowing through the Freshservice site within three months.
Freshservice’s success in IT-driven Supernus has allowed the company to expand its offerings to include facilities, purchasing, finance, and lab services. The solution’s integration with other business-critical technologies, such as Microsoft for internal communication and Docusign for external contracts, has further improved efficiency.
“Freshservice provides our customer with a ticketing system that wins the praise of their employees and the ability to track performance. As many customers have seen from Freshservice, it helps them integrate service requests across multiple departments by using powerful automation and facilitating collaboration across the organization,”said Pradeep Rathinam, Chief Customer Officer, Freshworks.