Navigating Change: Long-Term Customer Relationships

In the fast-paced world of technology and business, it’s not often that you come across customer relationships that span decades. At Kwe.li, we’re proud to say that some of our oldest client partnerships have surpassed the 20-year mark, a testament to the trust and value we bring to the table. These relationships are not just long-standing; they’re enduring, having weathered the storms of change and evolution, and have even preceded our own company’s history.

The Ever-Changing Landscape of the Life Sciences Industry

In the realm of customer relationships, especially within the Life Sciences industry, change is a constant companion. Mergers, acquisitions, partnerships, and the sale of business divisions are par for the course. This dynamic environment requires adaptability, technical expertise, and a commitment to ensuring that critical processes continue to function seamlessly. Kwe.li have had the privilege of assisting customers navigate these journeys.

Take, for instance, a pharmaceutical company that we’ve had the honour of working with for over a decade. Kwe.li has become their go-to technology partner for OpenText ExtendedECM, specifically their electronic Document Management System (eDMS). Our responsibilities include 3rd level technical support, supporting operations and maintenance as well as the implementations of business solutions on the eDMS platform. The eDMS system is critical to the customer’s operations, handling a myriad of crucial tasks, from managing Quality Documentation, to Regulatory Compliance, Marketing Authorizations for Pharmaceutical Products, and even overseeing documentation for Computer Systems Validation projects.

Challenges in a Decade-Long Partnership

Over the course of our ten-year partnership, this pharmaceutical company has undergone significant transformations, each posing unique technical challenges that Kwe.li has played a pivotal role in addressing. Here are some noteworthy examples:

1. Integration of a Local Biotech Firm

When our client acquired a local biotech firm, the need for seamless integration arose. This involved migrating from a Documentum-based system to their existing eDMS. The complexity lay in mapping processes, migrating data with complete historical records, and ensuring validation to guarantee data integrity.

2. Integration of a US-Based Biotech Firm

A similar integration challenge emerged when the client acquired a US-based biotech firm. This time, it meant migrating a cloud-based Pilgrim SmartSolve Quality Management system into their on-premise eDMS. Once again, data migration and validation were paramount.

3. Spin-Off and Sale of a Division

Our client decided to spin-off a division, which was subsequently sold to a third-party investment organization. This new entity needed to establish entirely new systems for managing their processes. Kwe.li stepped in to provide OpenText ExtendedECM expertise, ensuring a smooth transition for both Quality documentation and Regulatory Affairs documentation. These were split into separate systems, a Veeva RIM system for Regulatory Affairs content and a clone of a sub-set of the source eDMS for the Quality documentation.

4. Sale of Production Facilities

The client made the strategic decision to sell three of its production facilities to another pharmaceutical company. This new division opted for a different eDMS software - the d’3 system from d’velop. Kwe.li was entrusted with the export part of the migration project, adhering to rigorous validation standards.

5. Acquisition by a Larger Pharma Firm

In the most recent twist, our client itself was acquired by a larger pharmaceutical firm. Kwe.li continues to play a pivotal role in the ongoing operations, whilst also supporting data consolidation and migration activities, safeguarding data integrity and regulatory compliance during this significant transition.

The Key to Successful Migrations

The success of these migration projects can be attributed to several key factors:

1.      Proven Methodology: Kwe.li's established methodology for data migrations between validated environments has consistently delivered results.

2.      Deep Industry Knowledge: Our profound understanding of the Life Sciences industry, its processes, data intricacies, and regulatory demands, has been invaluable.

3.      Collaborative Approach: We excel in working with diverse teams comprising consultants, vendors, and clients, navigating complex corporate politics that often accompany such corporate transformations.

In the ever-evolving landscape of the Life Sciences industry, Kwe.li remains a steadfast partner, helping our clients navigate the turbulent waters of change while ensuring that their critical systems and data remain secure, compliant, and operational. Our commitment to excellence and adaptability is what sets us apart and allows us to build relationships that stand the test of time.