Case Study: Parexel achieves enterprise-wide service automation and improved end-user satisfaction with IFS assyst

How Parexel created a snowball effect of great service experience

Parexel, a global clinical research company with a 25,000-strong workforce and 150 offices, struggled with manual, email- and spreadsheet-driven service processes that left requests lost, slow to resolve, and difficult to track across departments. With more than 4,000 requests a day and over 50% non-IT-related tickets, Parexel needed a consolidated system to reduce manual work, improve visibility, and lift end-user satisfaction—so they turned to IFS assyst.

IFS assyst was rolled out from IT to become an enterprise service management platform, using codeless workflows, customized forms and asset management to create a single source of truth. The result: all internal services (IT, Finance, Procurement, HR) now run through IFS assyst, Parexel manages 25,000+ end-user machines in the system, and the platform handles about 4,000 tickets per day with more than 50% non-IT requests—streamlining processes, reducing email chains, and markedly improving service experience.

Parexel

Parminder Khosa

Senior IT Manager