Microsoft Dynamics®Customer Solution Case Study

QSI Streamlines Internal Operations to Optimize Productivity and Maximize Revenue

OverviewCountry or region: IndiaIndustry: Professional Services

Customer ProfileQuant um Solutons India (QSI) is a quality-driven contract research organization (CRO) which serves the pharmaceutical industry, and specializes in drug safety services with its operations India.

Business SituationQSI maintained operational management data in spreadsheets that raised various issues in terms of data availability, duplication and potential data security.

SolutionInfosys implemented Microsoft® Dynamics™ NAV 2009 at QSI to help them achieve process standardization, faster transaction processing, efficient resource allocation, and reduced manual effort. Infosys also implemented and integrated third party software for HR and payroll from Adrenalin.

Benefits Increase revenue and productivity Improve control, saves 60 person-days

per month Improve cashflow with timely, accurate

invoicing Efficiently manage payroll Provides efficient resource allocation

“For a complex domain like CRO, we collaborated with Infosys to leverage their proven capabilities in ERP and their cross-industry expertise across the Microsoft Dynamics product suite”Dr. Apurva Goswamy, Chief Executive Officer, QSI

Quantum Solutions India (QSI) is a contract research organization specializing in Drug Safety services to its customers across the globe.QSI wanted to streamline its processes, effectively manage its data, reduce delays due to high manual dependence and enhance data security. Infosys recommended and implemented a Microsoft® Dynamics™ NAV 2009 based solution to help QSI address these issues. Infosys also implemented and integrated third party software for HR and payroll, MyAdrenalin to ensure efficient invoicing. The newly deployed solution helped QSI harmonize its processes, increase revenue and productivity, build stringent data security model and drastically reduce the time taken to allocate cases to the concerned users.

Microsoft Dynamics®Customer Solution Case Study

QSI Streamlines Internal Operations to Optimize Productivity and Maximize Revenue

SituationQuantum Solutions India (QSI) is a quality driven Contract Research Organization (CRO) which provides high quality and cost effective Pharmacovigilance (PV) services to the global pharmaceutical industry. PV is the science relating to the detection, assessment, and understanding of adverse effects, particularly long term and short term side effects of medicines. It is the science of collecting, monitoring, researching, assessing and evaluating information from healthcare providers and patients on the adverse effects of medicines.

QSI provides these services by prioritizing the incoming workload, registering and assigning the cases received to the scientists for further report analysis and generation.

QSI receives a large number of cases for PV per day. These cases were then being manually distributed for case coding to the case processors based on their skills and availability. This non productive, complex and time consuming manual process affected the number of cases coded per day and eventually loss of revenue.

QSI had independent and distinct processes of case processing across its two main types of services: Single Case Processing (ICSRs - Individual Case study Reports and related services) and Grouped Data Processing (PSURs - Periodic Safety Update Reports, allied reports and related services) respectively. The absence of a harmonized process slowed down the provision of reports and data to the end customer. The internal operations management data was maintained in spreadsheets resulting in data duplication, potential data security issues

and delayed availability of data at crucial times.

Further, invoicing was based on manual data recorded for activities across case processing, namely triage, initiitation, case coding and medical review. Of these, invoicing for case coding was based on unit billing i.e. number of case coded per day while for others it was time based billing. As the tasks were logged manually, the billing process, which included reconciliation, was extremely tedious leading to time wastage and hence potential loss f revenue. QSI needed a robust, user friendly ERP system that would streamline its processes, eliminate the pain points and support its expanding operations.

SolutionInfosys helped QSI select and implement Microsoft® Dynamics™ NAV 2009 as the best fit to meet QSI’s business needs. Dynamics NAV 2009 surpassed competitive products on flexibility, scalability, user friendliness and reduced total cost of ownership (TCO). Such a solution would help QSI prepare for the future by functioning as a platform for their expansion plans.

Infosys leveraged its expertise in implementing ERP applications to deploy Dynamics NAV leveraged by its proprietary In Track methodology for implementation. Infosys' InTrak methodology is an innovative way to streamline implementation of enterprise-wide information systems. It provides a clear path for planning, executing, testing, and supporting the implementation process.

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“The newly implemented ERP, Microsoft Dynamics NAV 2009, has streamlined and standardized our business processes, helping us improve our margins by demonstrating where the slack is, improving productivity, providing seamless information flow, and allowing faster and more accurate reporting.”Dr. Apurva Goswamy, Chief Executive Officer QSI

Infosys performed project scoping by documenting the requirement study and reviewed by key users at QSI to chalk out a holistic requirements plan.

Infosys implemented Dynamics NAV to help QSI streamline its internal operations management backed by robust resource allocation for effective and efficient allocation of incoming cases to the concerned users.

The data QSI received from its customers is imported into Dynamics NAV. Infosys designed and developed interfaces which procured data automatically and uploaded it into Dynamics NAV, ensuring all the cases were uploaded accurately in the system. This eliminated manual dependency and hence manual errors. Alert mechanism in the form of e-mail notifications for most of the processes in NAV were integrated successfully. This ensures employees are informed on new tasks assigned immediately, and accurately.

For Human Resources and Payroll, Infosys suggested third party software, Adrenalin and successfully implemented and integrated MyAdrenalin with Dynamics NAV. The integration of the payroll system not only enabled automatic entry creation in NAV but also provided component wise breakup of the salaries.

BenefitsMicrosoft Dynamics NAV 2009 based solution standardized processes and increased productivity. Infosys helped QSI:

Increase Revenue and ProductivityThe Dynamics NAV based solution streamlined and standardized QSI’s business

processes helping them improve margins through faster transaction processing, efficient resource allocation, and reduced manual effort and improve productivity by providing seamless information flow.

Improve Control, Save 60 Person-days per MonthThe ability to monitor the entire lifecycle of each case and how it is processed increases control over delivery, quality, timelines, and resource management. “Nearly 60 days of employee effort is saved per month by converting erstwhile manually maintained quality records into electronic format,” Dr. Apurva Goswamy. This in turn ensures that more time is spent on Quality activities rather than documentation.

Improve Cashflow with Timely, Accurate InvoicingAccurate and timely invoicing was a challenge, with a complex process where each stage of case processing was invoiced differently. Today, the cases are taken directly from the customer database as opposed to spreadsheets ensuring that all the cases are invoiced and nothing is missed. “By automating invoicing for various stages of case processing has eliminated manual dependency. This has resulted in accurate invoices being generated in less than a minute,” explains Dr. Apurva Goswamy. Efficiently Manage PayrollPayroll which earlier took two days to process barely takes half a day on account of integration of the payroll system with Microsoft Dynamics NAV.

Efficiently Allocate ResourcesThe solution enabled even allocation to resources in less than a minute

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automatically. “The management team saves approximately 25 percent their time due to efficient resource management. This means the team is free to focus on revenue and quality processes,” explains Dr. Apurva Goswamy.

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Microsoft DynamicsMicrosoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what’s most important. And because it is from Microsoft, it easily works with the systems that your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, increasing the productivity and effectiveness of your business, and helping you drive business success.  For more information about Microsoft Dynamics, go to:www.microsoft.com/dynamics

About InfosysInfosys Technologies Ltd (NASDAQ: INFY) defines, designs and delivers IT-enabled business solutions that help Global 2000 companies win in a flat world. These solutions focus on providing strategic differentiation and operational superiority to clients. Infosys creates these solutions for its clients by leveraging its domain and business expertise along with a complete range of services. With Infosys, clients are assured of a transparent business partner, world-class processes, speed of execution and the power to stretch their IT budget by leveraging the Global Delivery Model that Infosys pioneered.

For more information about Infosys products and services, call or visit the Web site at: www.infosys.com

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For More InformationFor more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234 in the United States or (905) 568-9641 in Canada. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to: www.microsoft.com

For more information about Infosys products and services, call or visit the Web site at: www.infosys.com/ms-dynamics

For more information about QSIVisit: http://www.qsi.in/

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published June, 2009

Software and Services Microsoft Dynamics NAV 2009

Partners Infosys Technologies ltd.