Consistent, High-Quality Help Desk Services Provide Value to
North American Clients
LONDON, Dec. 7 /PRNewswire/ -- IMS HEALTH (NYSE: RX) announced today that
its Strategic Technologies unit has achieved International Organization for
Standards (ISO) 9002 certification for its Help Desk Services in North
America. ISO 9002 is a detailed process of documenting the quality and
consistency of service provided to customers. IMS HEALTH is the world's
leading provider of information solutions to the pharmaceutical and healthcare
industries.
To become certified under the ISO 9002 System, IMS HEALTH Strategic
Technologies' Help Desk Services formulated and implemented procedures for
improving performance against 18 separate standards. Internal audit teams
regularly measured progress and development of the system during an
eight-month period, which was followed by a final registration audit by an ISO
accredited certification team that recommended certification to the Registrar
Accreditation Board (RAB). RAB granted and will maintain the ISO 9002
certification.
"We work diligently to provide fast, reliable software and hardware
assistance to field users so that sales productivity is maximized," said
Ronald Brown, chief executive officer of IMS HEALTH Strategic Technologies.
"The Help Desk certification, along with the Hardware Services certification
achieved earlier this year, demonstrates our commitment to add value by
helping customers improve the effectiveness of their sales and marketing
programs."
IMS HEALTH Strategic Technologies serves 26 pharmaceutical companies in
the U.S. and Canada from its Integrated Service Center located in Norcross,
Ga. Approximately 200 employees at the Integrated Service Center provide
customers with Help Desk support, Hardware Services and Facilities Management
services.
The Help Desk Services unit employs approximately 135 technicians who
provide software and hardware support to approximately 19,000 pharmaceutical
sales representatives. The technicians are available to answer questions and
consult with sales representatives 17 hours each weekday, plus 12 hours each
weekend day. Syndicated Help Desk support is provided, as well as custom
services to support specific customers' sales automation software, and
dedicated services that support sales representatives of individual companies.
IMS HEALTH Strategic Technologies is the global leader in pharmaceutical sales
and marketing automation systems, with a customer base of more than
35,000 users worldwide. The company offers sales and marketing applications
which can be integrated with all client-critical databases to provide customer
and business insights.
IMS HEALTH Strategic Technologies is a unit of IMS HEALTH, the world's
leading provider of information solutions to the pharmaceutical and healthcare
industries. With more than $1 billion in 1997 revenue, IMS HEALTH operates in
over 90 countries. IMS HEALTH is the largest pharmaceutical manufacturer
information partner, with over 40 years' experience in the industry. Key
products and services integral to customer day-to-day operations include:
market research for prescription and over-the-counter pharmaceutical products;
sales management information to optimize sales force productivity; technology
enabled selling solutions for sales and marketing decision-making; and
technology systems and information services that support managed care
organizations. Additional information is available at
http://www.imshealth.com.
SOURCE IMS HEALTH
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Related links:
http://www.imshealth.com
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http://www.prnewswire.com/comp/115785.html or fax,
800-758-5804, ext. 115785
CONTACT:
Mary Margaret Ray, 404-841-4148, or Michael
Gury, 44-171-393-5864, for IMS HEALTH
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