Customer Overview
Our customer is a global pharmaceutical company and the world’s leading manufacturer of generic medicines. With a portfolio of more than 3,500 products, the organization serves approximately 200 million people every day across nearly 60 markets worldwide.
Supporting its global operations are 49 manufacturing facilities and 22 research and development sites, creating a highly distributed workforce that relies on efficient and responsive IT support services.
As the organization continued to expand, it sought a modern and cost-effective approach to delivering remote help desk support across multiple regions while maintaining a consistent employee experience.
What challenges were impacting remote support operations?
The organization’s service desk teams were distributed across three different geographic regions, making it increasingly important to provide employees with seamless support regardless of location.
Key challenges included:
- The need for a cost-effective remote support model
- Supporting employees across multiple regions and languages
- Managing service desk interactions through disparate tools
- Ensuring faster response times and reduced wait times
- Providing differentiated support experiences for VIP users
- Leveraging existing Microsoft 365 and Microsoft Teams investments
The organization required a solution that could centralize support operations, improve service efficiency, and deliver a consistent employee experience through a familiar collaboration platform.
How did Tryvium enable global employee support at scale?
Tryvium enabled the organization to modernize employee support operations through Microsoft Teams, providing a centralized and scalable support experience. Employees could connect directly with service desk teams through a familiar collaboration platform, simplifying access to support without requiring additional applications.
Intelligent routing capabilities automatically directed requests to the most appropriate agents based on availability, skills, and language preferences, while multilingual support features improved accessibility for employees across different regions. Dedicated processes, SLAs, and queue configurations ensured priority handling for VIP users.
Through seamless integration with ServiceNow, agents could manage requests, access service management capabilities, and initiate service requests on behalf of employees through the Service Catalog directly within the Tryvium Agent Console. By bringing communication and service management workflows into a single workspace, the solution reduced the need to switch between Microsoft Teams and ServiceNow, helping improve agent productivity and operational efficiency.
Real-time dashboards and administrative insights provided supervisors with greater visibility into service performance, enabling informed decision-making and continuous optimization of support operations.
Business outcomes at a glance
Rapid Deployment
Implemented in less than 8 weeks
Faster Resolution Times
30–35% reduction in average handle time
Higher Agent Productivity
40–42% improvement in agent productivity
Increased Employee Adoption
90% increase in chat session volume
To conclude
Tryvium helped the organization streamline global service desk operations by bringing employee support, service management, and communication workflows into a unified experience. Through seamless Microsoft Teams and ServiceNow integration, the company improved productivity, accelerated service delivery, and provided employees with a more accessible and efficient support experience across regions and languages.
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