Scaling End-User Support for a Public Biotechnology Company
PTP UserOps helped a fast-growing public biotech scale secure, white-glove end-user support while improving service performance, strengthening security controls, and streamlining onboarding and offboarding.
%
Improvement in NPS and CSAT
%
SLA Response Rate
%
SLA Resolution Rate
Overview
A rapidly growing, publicly traded biotechnology company needed secure, reliable IT end-user support across research, corporate, and executive teams while meeting strict security and compliance requirements. During rapid growth, onboarding and offboarding volume increased, endpoint security and patch compliance needed tighter control, and white-glove support was difficult to scale with consistent service levels. After implementing PTP’s UserOps, the company achieved consistently high end-user satisfaction, 98%+ SLA response, 99%+ SLA resolution, a 20% improvement in Cynomi-reported Security Risk Score, and 15% faster onboarding and offboarding.
The Challenge
This biotechnology company needed an IT partner that could scale with their growth while meeting strict security, compliance, and service expectations.
Key challenges included:
- Supporting research, corporate, and executive users with different needs
- Maintaining endpoint security, patch compliance, and audit readiness
- Handling frequent onboarding and offboarding during growth phases
- Managing SaaS access and Microsoft 365 licensing efficiently
- Providing onsite, white-glove support while meeting strict SLAs
They required a Managed Service Provider (MSP) that could operate as a seamless extension of their internal IT organization.
The Solution
PTP implemented UserOps services designed to support high-growth, regulated environments.
End-User Support & Onsite Presence
PTP provides day-to-day support and embedded resources to ensure fast resolution and a high-touch experience.
- Dedicated onsite desktop support
- Tier 1–3 support for Windows and macOS
- Executive and VIP priority support
- IT advisory services and virtual CIO oversight
- Proactive issue prevention and user education
Endpoint Security & Patch Management
PTP strengthened endpoint security while reducing manual overhead.
- SentinelOne EDR deployed across all endpoints
- N-able used for centralized monitoring and patching
- Automated OS and third-party application updates
- Continuous security posture monitoring and coordinated incident response
Onboarding & Offboarding
PTP standardized and owned the full user lifecycle.
- Device provisioning and application access setup
- SSO and MFA enforcement
- Timely access removal, device recovery, and audit logging
- Close coordination with HR, governance, and audit teams
License & Asset Management
- Microsoft 365 license procurement and renewals
- End-to-end asset tracking and lifecycle management
SaaS Application Support
- Daily support for core SaaS platforms
- User access troubleshooting
- Vendor coordination and application owner escalation
The Results
- Higher end-user productivity and satisfaction resulting in a 10% improvement of the Net Promoter Score (NPS) to 95 and Customer Satisfaction (CSAT) improvement to 98%.
- Consistent, high-quality delivery resulting in an SLA Response Rate of 98%+, and an SLA Resolution Rate of 99%+.
- Reduced security risk through consistent patching and EDR coverage resulting in a 20% improvement in Security Risk Score reported by Cynomi.
- 15% faster and smoother onboarding and offboarding.
- Predictable per-user IT support costs.
- Strong partnership with IT leadership, allowing focus for strategic initiatives.
Conclusion
PTP delivered a scalable UserOps support model that met the demands of a complex, regulated biotechnology environment. By combining onsite and remote support, strong endpoint security, and disciplined operational processes, PTP enabled growth without sacrificing service quality or user experience.
Scale Secure, White-Glove End-User Support for High-Growth Biotech
Support research, corporate, and executive teams with predictable performance and stronger security. Partner with PTP UserOps to improve SLAs, streamline onboarding and offboarding, tighten endpoint controls, and keep users productive in regulated environments.
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