Fully Automated Case Allocation: How AI Streamlined Cases for a Pharma Leader

A global pharmaceutical leader partnered with Ascendion to modernize its case allocation system, leveraging AWS to enhance automation, accuracy, and real-time visibility.

With over 5,000 cases assigned daily, the company’s manual allocation process led to delays, misallocations, and missed SLAs (Service Level Agreements). Cases were often assigned to the wrong teams, leading to inefficiencies and bottlenecks. Without an automated way to reassign stalled cases, backlogs piled up, and stakeholders lacked real-time tracking, making workload management even more challenging.

To streamline operations and improve case management, the company needed a scalable, automated solution that would distribute cases in real-time, improve team communication, and enhance visibility across the system.
Ascendion developed a fully automated case management system, using AWS cloud services to ensure real-time case assignments, tracking, and workload optimization.
Ascendion used AWS to automate and streamline case management, ensuring faster responses, better tracking, and seamless communication. Here’s how:

Trusted by Clients. Respected by Partners.

Clients cite strong leadership, responsiveness, and reliable delivery. Partners point to engineering depth, SME coverage, and a steady focus on outcomes over activity.

Tech stack:

Power Automate, Microsoft SharePoint, Resource Management System​

Business Impact

Delivering Business Impact with AWS-Driven Automation

Ascendion’s AWS-powered solution transformed case management, improving speed, accuracy, and efficiency across the organization.

100% automated case allocation

eliminated manual inefficiencies and reduced misallocations

Scalability and Robustness

The automated solution efficiently handled up to 5,000 daily cases

Improved Efficiency

Cases were accurately assigned based on resource training, knowledge, and availability

SLA Compliance

SLAs were maintained without any lapses or delays

Real-Time Insights

Stakeholders had instant access to case status and allocation details, enabling better decision-making

Scaling Case Management for the Future with AWS

By leveraging AWS’s scalable, secure, and intelligent cloud infrastructure, the company has created a future-ready case management system. With real-time automation, advanced tracking, and seamless coordination, the organization is now equipped to handle increasing workloads efficiently while improving overall service delivery.

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