IMS Health boosts market presence with a new Web site from Kelros and IBM

Published on 08-Sep-2008

Validated on 28 Oct 2013

"The combination of IBM Lotus technologies and Kelros expertise has created a Web site that greatly improves the service we offer to our customers, enabling them to find the information they need quickly and easily." - Neil Turner, Senior Manager of Editorial Publications, IMS Health

Customer:
IMS Health

Industry:
Healthcare

Deployment country:
United Kingdom

Solution:
Digital Media

IBM Business Partner:
Kelros

Overview

Operating in more than 100 countries, IMS Health is the world’s leading provider of market intelligence to the pharmaceutical and healthcare industries. With $2.2 billion in 2007 revenue and more than 50 years of industry experience, IMS offers leading-edge market intelligence products and services that are integral to clients’ day-to-day operations.

Business need:
To support its classic business-to-business subscription model, IMS Health’s editorial publications department wanted to modernise its Web presence to attract new customers and encourage renewals.

Solution:
Working with Kelros (www.kelros.com), an IBM Premier Business Partner, IMS Health built a new Web site that leverages its existing content management system, which is built on the IBM Lotus Domino platform.

Benefits:
New browse and search functionality, combined with an improved look and feel, make it easier for subscribers to find the information they need. Activity on the site is increasing, and the number of new users is rising. The Lotus Domino-based content management system enables non-technical staff to publish new material to the Web instantly.

Case Study

Operating in more than 100 countries, IMS Health is the world’s leading provider of market intelligence to the pharmaceutical and healthcare industries. With $2.2 billion in 2007 revenue and more than 50 years of industry experience, IMS offers leading-edge market intelligence products and services that are integral to clients’ day-to-day operations.

One of the strategic services that IMS Health provides for its clients is information on pharmaceutical pricing and reimbursement in different world markets. Keeping track of the changes to each country’s pricing regulations is a complex task, handled by IMS Health’s Editorial Publications department in Cambridge, England.

Neil Turner, Senior Manager of Editorial Publications, explains: “We operate on a classic business-to-business subscription model, providing comprehensive content to our clients via newsletters, a monthly magazine, and – most importantly – our Web site.

“We started the Web service around ten years ago, and were one of the first publishers to run a successful online subscription site. However, since the first launch, we hadn’t actually updated the look and feel of the site, and although the content was still strong, the site itself was starting to look quite dated. We realised that if we could refresh the site and make it easier to navigate, it would make our service more attractive to users and encourage new subscribers.”

Mapping out the requirements

The management and IT teams within the publications department began to draw up a list of requirements for the new solution.

“One key factor was that the new site should be compatible with our existing content management system, which was developed some years ago using the IBM Lotus Domino platform,” explains Neil Turner. “Lotus Domino is very popular with our IT team in Cambridge because of the flexibility of the platform, which makes it easy to develop new applications and databases that are integrated with email and calendaring, as well as to support our Web site.

“Our editorial staff are also very happy with the content management solution provided by the platfom because it makes it possible for us to publish new content almost instantly, without the assistance of technical staff.”

Finding a partner

IMS Health started looking for an IT supplier with Lotus Domino expertise, and found Kelros, an IBM Premier Business Partner specialising in Lotus technologies.

“Kelros looked at our requirements and quickly came up with some excellent suggestions for how to improve the site,” explains Neil Turner. “We were very soon convinced that the Kelros team would be the right partner for us – they had the technical skill and business experience to build the kind of solution we needed.”

Kelros delivered the project on budget and on schedule, designing and developing the site through a number of iterations until all of the client’s requirements were fully met.

“The site Kelros has built for us has genuinely surpassed our expectations,” says Neil Turner. “We only had to mention an idea and Kelros immediately set to work on implementing it as a feature. In many cases, what they delivered was an improvement on what we asked for.”

Reaping the benefits

One of the major advantages of the new site is its improved search and browse functions. With the previous site, users would often be directed to a document containing several hundred pages of information, making it difficult for them to pinpoint the details they needed. The new solution is designed to provide better segmentation of content, helping users drill down to the relevant data and get answers more quickly.

“The feedback we have had from internal users and clients has been excellent, and there has been a lot of recent interest in the site,” says Neil Turner. “It is still early days, but we are seeing a marked increase in traffic and many accounts that had been dormant are now active again – so we expect to see an increase in renewals too.”

Kelros’ impressive performance on the project has encouraged IMS Health to engage the company on a number of other projects – starting with an upgrade to Lotus Notes and Domino 8, which will go ahead in the next few months. IMS Health in Cambridge also plans to update its content management solution, and Kelros may be involved in this project too.

“The combination of IBM Lotus technologies and Kelros expertise has created a Web site that greatly improves the service we offer to our customers, enabling them to find the information they need quickly and easily,” concludes Neil Turner. “In Kelros, we have found a partner that we can trust to deliver high-quality IT services – a partner with the experience, technical expertise and dedication to make a real contribution to the success of our publications business.”

Products and services used

IBM products and services that were used in this case study.

Software:
IBM Notes, IBM Domino

Legal Information

PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU The IBM home page can be found at ibm.com IBM, the IBM logo, ibm.com, Domino, Lotus, and Notes are trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of other IBM trademarks is available on the Web at http://www.ibm.com/legal/copytrade.shtml Other company, product or service names may be trademarks, or service marks of others. IBM and Kelros are separate companies and each is responsible for its own products. Neither IBM nor Kelros makes any warranties, express or implied, concerning the other’s products. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBM’s product, program or service may be used. Any functionally equivalent product, program or service may be used instead. All customer examples cited represent how some customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual customer configurations and conditions. IBM hardware products are manufactured from new parts,or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. This publication is for general guidance only. Photographs may show design models. © Copyright IBM Corp. 2008. All rights reserved.