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ERP and Azure support give pharma R&D leader 99.9% infrastructure availability

Agile Portfolio Evolution | NextGen IT Operations


About the customer

Latin American pharmaceutical company focused on the R&D and manufacturing of novel health and wellness products.

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25M+ units sold annually

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2,000+ employees


Business challenges

The relentless pursuit of innovation is what has allowed our client to remain competitive in an industry as complex as pharma. Applying more Industry 4.0 technologies and practices was the next step for our client to stay at the forefront of pharmaceutical manufacturing, however, to achieve that, it required a sustainable and highly available ERP and cloud backbone for greater agility, operational intelligence, and process efficiency.


Manage systems to prevent errors, panics, and bugs to avoid losses and damages in the data and technologies it manages.


Ensure critical resource scalability and availability.


Implement better productivity and efficiency metrics.


Allocate more spend and internal talent toward the continuous development of differentiating solutions and the adoption of new technologies that will enable sustainable growth through quality, technology, and security.


How Softtek comes into play

Softtek has partnered with the client since 2018 to support its SAP and Microsoft Azure applications to enable the availability, reliability, and continuous improvement of critical infrastructure applications. Throughout the engagement, Softtek has worked closely with the client’s internal IT area to resolve tickets in scope quickly and effectively, identify automation opportunities that trace back to IT and business outcomes, and propose strategies for the continuous improvement of system health and performance.

SAP ERP support, guaranteeing the availability and reliability of critical business and IT services.

Provided an on-demand enhancement team that identifies automation opportunities and proposes the incorporation of new technologies.

Supported the client’s SAP and Azure governance, compliance, and security functions through ISO 2000 and 2700 certifications.

Leveraged an SLA structure and real-time dashboards to guarantee the effective alignment, timing, and metrics for services in scope.

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Business impact

Softtek has met the client’s evolving SAP and Azure demands over the years through a zero-defect operation mindset, continuous improvement initiatives, and a delivery model that synergizes with the client’s specific geography, leading to significant cost efficiencies, increased productivity, and maximized customer outcomes.


99.9% infrastructure availability for systems in scope.


Reduced up to 25% of incidents and requests through automation.


Provided enhancements for process maturity and business and IT alignment.

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