Total IT Global

Hub and Spoke model was deployed to ensure consistency in quality of service delivery and fulfilment across 68+ sites, in 16 countries


Scheduled Visits and Dispatch Support

No. of Sites

68 Sites (15 FTEs, 11 Schedule Visits, 42 Dispatch) in 16 countries, across APAC, EMEA and ANZ

No. of Devices


About the Client

Pharmaceutical manufacturing company for the biotechnology and nutrition sectors.


  • A wide scope that included 68 sites, across 16 countries in APAC and EMEA came with critical requirements like, protocol adherence, safety guidelines, and hygiene maintenance in the workplace.
  • Sudden unavailability of critical resources in remote sites was a challenge.
  • There were 2 critical cluster sites, which required minimum 16 hours service window, and availability on weekends and public holidays as well.

Solution & Visible Results

  • Recommended healthcare and hygiene guidelines were implemented i.e., PPE kit, gloves in the areas wherever mandatory. The Engineers also adhered the protocol guidelines explained to them in the training, which was conducted every quarter to ensure consistency in following protocols.
  • Critical resource profiles (15 FTEs, 11 Schedule Visits, 42 Dispatch) were mapped and Total IT Global ensured that replacement Engineers (backfill) were provided in the remote locations, which was an immense Client delight.
  • A rotation model for the FTEs, covering a 16 hour window, helped utilise the available Dispatch Support as well, from the nearest sites, using the Hub & Spoke model.