Case Study: Vertex Pharmaceuticals achieves faster SLA reporting and improved service delivery visibility with OpenText Analytics

Tracking and Maximizing Service Level Agreements

Vertex, a UK-based outsourcing division of United Utilities with 9,000 employees, needed a better way to track, manage and report complex Service Level Agreements (SLAs) across multiple customers and performance frameworks. Manual and inconsistent reporting made it hard to monitor performance against targets, support differing client frameworks, and produce timely, auditable evidence for compliance.

Vertex implemented Actuate Performancesoft Views in a phased rollout, using its dashboards and interactive Briefing Books to make SLA performance visible, alert managers to issues, and publish customer-specific reports via secure web access. The solution cut reporting time from weeks to hours, enabled daily/monthly/quarterly SLA reporting, freed resources for higher-value work, improved customer communication and helped capture risk, audit and quality data used for ISO9001 accreditation.

Vertex Pharmaceuticals

Jerry Osgood

Information Management Director, Vertex