Chefaro UK Ltd
Remedial IT action for healthcare giant - Meeting the outsourcing challenge
Background
Chefaro UK Ltd is a subsidiary of Omega Pharma, a world-leading provider of healthcare products and services to pharmacies, dental practices and other medical bodies.
Chefaro was established in 1970 to capture a share of the �1.65 billion+ per annum UK over the counter (OTC) medicine market. The company has since developed many leading OTC high street retail products, including Jungle Formula insect repellent and the Predictor pregnancy test.
On moving its UK operations to Huntingdon - its new premises separate from those of its parent - the company found itself without IT support.
Requirement
Chefaro's sales, marketing and distribution functions rely on a complex integration of supply chain management (SCM), enterprise resource planning (ERP) and logistics, forecasting and sales reporting systems. The company therefore sought an experienced, full service IT consultancy with skills which would match, and preferably exceed those of an in-house team.
Chefaro Financial Director, David Gale, acknowledges that the company's understanding of software packages was greater than its actual IT experience. "We had sophisticated IT systems which formed the core of our business; without them we would be in trouble," says David. "So we needed to find an IT solutions partner that could be on-hand immediately to resolve business continuity issues."
Meanwhile, Chefaro was growing. In September 2002 the company acquired a number of vitamin and mineral brands, including the popular Red Kooga Ginseng product, from healthcare firm Peter Black. Almost overnight, personnel increased from 24 to 44, turnover doubled and sales volumes tripled.
"In order to cope we had 10 days to upgrade our IT and telephony systems," notes David, "All business critical operations needed to be fully functional when we went live with our new services, otherwise sales would be lost."
Five IT suppliers were invited to discuss Chefaro's IT requirements including contracted support services. Clearly value for money was important; but proof of a superior offering was inevitably the deciding factor. An acute understanding of Chefaro's business needs meant ISC was well placed to win the business. "It was the high service level agreements and excellent client references that convinced us ISC was the partner of choice," says David Gale.
Solution
Chefaro turned to ISC for help with a major IT systems upgrade. Besides consulting with Chefaro on how cost-effectively to manage the project, we advised on the building of a scaleable IT infrastructure to deal with future growth.
Having weekly visits from a dedicated ISC technology specialist was a crucial element in our provision to Chefaro. "Within no time, ISC was ensuring our technology requirements were met," observes David Gale. "From dealing with PC faults to proactive upgrades of hardware and software, all IT needs were serviced quickly and efficiently."
ISC undertook Chefaro's IT system upgrade. A design was presented to Chefaro to upgrade to Windows 2000, once agreed was rapidly implemented due to time constrains. ISC also provided a business hours, five days per week helpdesk. This was designed to provide software and user support, help non IT literate users by offering services ranging from technical advice and bespoke software assistance to fault logging and trend analysis.
ISC's strong supplier network meant we could order and install a range of hardware products including PCs, network routers and upgraded servers to a very tight deadline and with the appropriate licensed software. All activities were completed on time, with the system fully tested to ensure extra demands would be met. The system successfully went 'live' and Chefaro was able to deal with new business needs with exceptional efficiency.
Benefits
From helpdesk advice on e-mail problems to business critical system upgrades, ISC has met all of Chefaro's IT maintenance and support requirements.
David Gale readily testifies to ISC's expertise. "Since the relationship began we have developed great trust," he says. "We know that however great or small our requirements ISC can help us. The company has seamlessly integrated and serviced all our IT systems to provide us with a future proof business. In many ways it is like having our own IT department the level of service, consultancy and sociability is that good."
Now enjoying the benefits of an IT system that is sufficiently robust, secure, flexible and scaleable to meet its growing needs, the company is well positioned to take a larger share of the OTC medicine market. For the future, Chefaro is considering further upgrades to its IT and telephony systems, including IP telephony and high-speed, secure Internet access. These will enable the sales force to cost efficiently access company systems to check and order stock from remote locations.
