CMS IT Services helped a large pharmaceutical and biotech company transform its global IT support desk with an AI-powered automation framework, achieving zero call drops and 24x7 system availability. The customer faced challenges including the need for continuous manpower, tedious manual asset verification, inconsistent processes across shifts, prolonged approval workflows, and call prioritization issues. CMS IT’s automation streamlined user request management, standardized processes, reduced manual intervention, and accelerated approvals, resulting in 50% faster resolution times, 57% less human effort, and improved overall service efficiency worldwide.

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