Process Automation Delivers $800k in Annual Savings for Pharma Giant

As a long-standing ServiceNow customer, this pharmaceutical company continued its business optimisation journey in 2023 with a primary focus on enhancing the user experience via process automation.

Project Snapshot

Key Challenges

Facing tight budget constraints, this customer sought immediate process automation opportunities to address the following core business objectives:

	Increase service velocity
	Elevate employee and customer experiences
	Reduce manual tasks for contracted/MSP teams

Our Solution

In close collaboration with the customer's SMO, Thirdera, a Cognizant company identified high-volume and high-impact request workflows suitable for automation so teams could spend more time on strategic-thinking and productive activities.

	ComplianceWire Training Verification Automation When an access request is submitted, the ComplianceWire integration checks if the user has completed the mandatory training required. If completed, the request is automatically approved, and access is automatically granted via workflow.
	Active Directory Automation Automated workflow that conducts Add/Remove/Modify/Create processes for Active Directory accounts when requested.
	Adobe Sign (QuickSign) Contract management integration whereby an API request is sent to QuickSign with the template and recipient details. QuickSign updates ServiceNow with the contract status, and when complete, ServiceNow retrieves the signed PDF from QuickSign.
	CMDB Infrastructure Relationship Mapping Automation Converted manual data management tasks for CMDB application service verification and relationship mapping to automated data updates.
	Managed by Groups Task Automation Automatically assigns the appropriate "managed by" group to servers after provisioning, based on the server type.

The Result

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximise the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimisation, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectations. Visit www.thirdera.com for more information.

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