Case Study: Global Pharma and Manufacturing Company achieves service desk transformation, 27% satisfaction gain and $15M cost savings with Pomeroy

Global Pharma and Manufacturing Company - Customer Case Study

Global Pharma and Manufacturing Company, a North American division supporting ~20,000 end users across 35 locations, faced declining confidence in its service desk because performance was measured by activity rather than resolution. End users perceived the desk as under-skilled “call takers,” leading to unauthorized local fixes, email and mobile-device access problems for field staff, low satisfaction scores (3.75/5) and poor survey participation. The customer engaged Pomeroy to address these issues through its onsite service desk and IT infrastructure services.

Pomeroy re-engineered the service desk into a single point of contact, integrated hardware, software, mobile and network support, rebadged and retrained 38 analysts (HDI, ITIL, Apple certifications), and standardized processes and metrics. The transformation delivered measurable impact: 30% reduction in field hardware/software resource needs, 50% cut in i-device activation costs, $15M in five‑year savings, a 27% rise in satisfaction to 4.7/5 (survey response doubled to 16%), 45% improvement in ticket management, 19% uplift in First Call Resolution (70% FCR) and 100% SLA attainment under Pomeroy.