Case Study: GlaxoSmithKline achieves standardized, faster global IT request processing and major cost savings with Nutrient

GlaxoSmithKline - Customer Case Study

GlaxoSmithKline (GSK), a global pharmaceutical leader with over 100,000 employees and operations in dozens of countries, was struggling with fragmented, redundant IT request processes inherited from multiple legacy systems. Different IT groups had built their own interfaces and workflows, creating user confusion, slow fulfillment, and high costs from frequent outside development — GSK needed a single, easy-to-use, globally compatible workflow system that would integrate with existing systems and eliminate duplicated effort.

GSK deployed Integrify (integrating with LDAP and Remedy) as a centralized, web-based workflow engine, quickly standardizing request forms and routing while pre-populating user data to simplify submissions. The rollout produced rapid gains: request processing grew from 2,000 to about 16,000 requests per month and passed one million total requests; interface development time dropped 77% and costs fell 96%; fulfillment times improved (e.g., 90% filled in 13 days → 8 days) and the company repurposed eight staff — delivering ROI within months, a much better user experience, and fewer help-desk calls.

GlaxoSmithKline

Neil Weitz

Director of IT and Service Improvement Organization End-User Advocacy Group