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IT management for the largest Lithuanian pharmacy network Customer Eurofarmacijos vaistinės is the largest pharmacy network in Lithuania with a staff of over 600 persons. Since its establishment in 1998, more than 130 pharmacies have been opened countrywide. Challenge The customer was finding the available IT infrastructure and its potential unreliable. A rapid expansion of its network and the emergence of the need for a centralized management of the geographically scattered pharmacies brought about the need for Eurofarmacijos vaistinės to improve its business processes and customer service. Although being used by the customer, the ERP system was struggling to cope with the effective management of the information flows within the growing company between the pharmacies and the central office (incoming information: prices, discount cards, sales transactions, information on discounts, etc. and outgoing information: sales of goods, effectiveness of sales actions, exchange information, etc.). The system was not able to ensure the accurate and timely delivery of information. The company’s IT Unit regularly tried to improve the ERP system and introduce new functions to it – therefore, the processes of information replication ceased to comply with the standards recommended by ERP system manufacturers. The fact that each pharmacy was using its own database and the network IT systems were not standardised made the situation even more complicated. Under such conditions, a number of different hardware and software errors used to occur. The customer had no Service Level Management (SLM) process in place, therefore, any problems that arose had to be handled either by company IT Unit or the suppliers of computer hardware, software or network, which could not ensure a systematic and effective approach. Solution In pursuit of reducing the number of errors and improving communication between the pharmacies and central office, Alna Intelligence created a model of an IT services lease which included an integrated implementation of IT infrastructure and software and the provision of other IT services. The entire IT infrastructure network of Eurofarmacijos vaistinės was standardised and the systems of all countrywide pharmacies and the central office were interconnected to form a single system. For the purpose of standardising, Alna Intelligence specialists conducted an audit of computer software and hardware, adjusted customer systems, the computer network and data storage, plus implemented a consistent and continuous process of IT services and supported ERP system management. In order to eliminate problems of ERP system replication, Alna Intelligence concluded an agreement with the system manufacturers based on which the system was further improved – Alna Intelligence specialists restored the manufacturer’s recommended model of replication through the application of SQL Merge technology. Customer benefit Having completed IT infrastructure standardising, the number of software errors has considerably dropped. The current rate of incidents is two or three times lower than that of computer hardware faults. With the aim of reducing the potential for any future problems, Alna Intelligence is now working on the restructuring of the main database. |
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