Support Transition Custom Training Program
The Challenge
A corporation with a growing portfolio of pharmaceutical products implemented a program to redistribute much of the application support its resources provided for the Revitas suite of products to an offshore outsource partner. To facilitate this transition, it was necessary to educate the new support resources on both the pharmaceutical industry and the various Revitas applications. Over time, the client had lost much of its internal application knowledge through resource turnover and had a pressing need to educate many of its end users on the system’s capabilities.
Cumberland’s Approach
Cumberland was engaged to develop a custom training curriculum to educate new long-term support resources as well as to refresh end users on the application. Cumberland developed and taught a series of functional and technical training courses designed to:
- Familiarize course attendees with the pharmaceutical industry and contracting business processes.
- Indicate to course attendees the role of each application and why it is employed.
- Understand flow of data through the overall commercial and governmental contracting business processes.
- Develop an understanding of application functionality and usage for the course attendees.
- Explain the various application configuration options and impacts to the course attendees.
- Develop an understanding of the underlying technology and database for each application.
- Develop a repeatable training curriculum that can be utilized in the future to educate new resources.
- Identify and focus training on areas of the applications that drive a large volume of support tickers.
Results
The client was able to successfully transition its long-term support to offshore partners with no disruption in service levels. In addition, the client significantly reduced its internal long-term application support costs.