Clean Data, Fast Tickets: How a Pharma Major Streamlined Kinaxis Support with 98% Uptime

Client

The client is a global pharmaceutical leader headquartered in Canonsburg, Pennsylvania, offering a diverse portfolio of generic and specialty drugs, biosimilars, and over-the-counter (OTC) healthcare products. With a strong footprint in highly regulated markets, the organization is committed to providing high-quality, affordable therapies that address a wide range of patient needs. As it scales operations across new geographies and product categories, the company is also navigating the complexities of digital transformation and data-driven planning across the pharmaceutical supply chain.

Market dynamics

In the pharmaceutical sector, especially across generics and biosimilars, growth often comes through strategic acquisitions, site expansions, and portfolio diversification. While this fuels scale and global reach, it also leads to fragmented ERP environments, disparate planning systems, and siloed data streams. The result: reduced planning accuracy, longer decision cycles, and operational blind spots. 

To maintain supply continuity and stay compliant in regulated markets, life sciences leaders are turning to robust Application Management Services (AMS). This is to stabilize platforms, unify data, and enable proactive, high-velocity planning across the pharmaceutical supply chain.

Need for change

With operations spread across multiple sites and recent mergers adding to system complexity, the client began facing mounting operational and technical hurdles that compromised planning accuracy and responsiveness:

• Manual data flows from non-integrated sites led to inconsistencies, delays, and a lack of real-time visibility.
• Planned order mismatches in SAP APO/PPDS required constant cleanups across three key manufacturing plants.
• ERP fragmentation from recent M&As introduced data mismatches, disrupting planning outputs in Kinaxis RapidResponse™.
• Data extraction issues across BASIS, PI/PO, and SAP BW demanded frequent monitoring to preserve data integrity.
• The absence of centralized AMS support for user management, incident management process, and system upgrades created bottlenecks across teams.

These pain points underscored the urgent need for a unified, stable, and scalable planning environment—backed by responsive application support and end-to-end system visibility.

Strengthening the Solution

LTM delivered comprehensive Application Management Services (AMS) for the client’s Kinaxis RapidResponse™ ecosystem, helping stabilize operations, enhance data reliability, and enable scalable support across global sites.

Key solution components included:

• Proactive error resolution

Set up round-the-clock monitoring to detect and resolve early system errors and warnings. This preserved data integrity across fragmented ERP landscapes, ensuring accurate plan outputs in Kinaxis.

• Automation chain oversight

Monitored automation flows within the Reporting Repository (RR) to support critical downstream processes such as analytics, alert generation, closed-loop planning, and multi-scenario updates. This helped in maintaining reliable data synchronization across platforms.

• Hypercare and collaboration

Delivered hyper care during new site go-lives and collaborated with build teams and IT stakeholders to fine-tune integration logic, ensuring clean transitions and reducing rework across diverse environments.

Business Benefits

The AMS partnership drove clear gains in system performance, user experience, and planning reliability:

• 98% + system uptime, ensuring consistent availability for responsive, resilient pharmaceutical supply chain operations.
• 80+ service requests and 25+ incidents resolved monthly, contributing to a CSAT score of > 4.5/5.
• ~20% faster ticket resolution, reducing operational bottlenecks and enhancing user confidence.
• 33% improvement in Mean Time to Resolution (MTTR), streamlining issue response cycles.
• 10% of incidents identified for shift-left opportunities, paving the way for L2 to L1.5 support transition and improved incident management process efficiency.