GlaxoWellcome, based in North Carolina, is the US`s leading research-based pharmaceutical firm. A subsidiary of London-based GlaxoWellcome, the company is committed to fighting disease by bringing innovative medicines and services to patients and to the health care providers who serve them. The company employs 9 000 people across the US and operates manufacturing facilities in Zebulon and Greenville, North Carolina, and in West Greenwich, Rhode Island.In recognition of the fact that the health care market in the US is rapidly changing, GlaxoWellcome is also developing care management programs to help those payers responsible for the cost of healthcare to ensure that patients receive high quality care at reasonable cost. Care management programmes under development include asthma, herpes, oncology support, headaches and AIDS/HIV.The challengeGlaxoWellcome was seeking an e-mail based fax/messaging solution that was easy to install and use, integrated tightly with the Microsoft Exchange Server, and met management reporting criteria. Support services were also a crucial element to the purchasing decision.Although still in the pilot phase, Faxination is providing a satisfactory solution to fax/messaging needs at GlaxoWellcome Pharmaceuticals: "I received a message from one of our piloteers that read `this is fantastic!`, and we`ve got others anxiously waiting to be added to the system," said Wise. "No standing at a fax machine, don`t have to leave your desk - folks love it!" he continued."We needed something that would integrate very tightly with Exchange," Wise notes, "something that provides good administrative utilities and requires no client software to download. Faxination met these requirements, in addition to others."While tightly integrating with Exchange, the new system was also required to support the latest, most sophisticated fax boards; have superior reporting capabilities, including chargeback data, and the ability to be installed at the server rather than desktop level."We had a long list of criteria and Fenestrae`s Faxination met them all," says Wise. "At a minimum, we wanted the product to support Word, Excel and PowerPoint and be operable with the existing e-mail system. We didn`t want our users to have to learn new software."Faxination returns a response if it cannot convert an attachment. This, too, was a requirement, and from a systems standpoint, it was important that one`s mailbox did not have to reside on the same Exchange server that contains the fax board. Our IS unit sees Faxination as a win/win solution for them and our users."GlaxoWellcome is waiting on hardware to complete the installation, but has its customer response center in production mode. "People are impatiently waiting for it," adds Wise.Seen as a long-term solution to its fax/messaging needs, GlaxoWellcome has realised a reduction in numbers and upgrades of fax machines. "Costs are down simply because of the time savings and reduction in paper associated with traditional faxing," Wise says. "Our users can deal with all their messages from one interface, which also translates to time savings. There is also a more rapid payback for the investment in better administration, security and support, and the fact that no addition training is required is a definite plus that cannot be overlooked."
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