Boehringer Ingelheim Success Story
Turning Costly Microsoft Support into Strategic Value with US Cloud
Success Story Overview
Boehringer Ingelheim is one of the world’s leading research-driven pharmaceutical companies. This organization transitioned from Microsoft Unified Support to US Cloud to improve service responsiveness and reduce IT support costs.
After three years of working directly with Microsoft support, the company was seeking a more proactive, personalized partner to address its complex technology environment.
Quick Stats
Organization: Boehringer Ingelheim
Location: Headquarters in Ingelheim am Rhein (Germany)
Industry: Manufacturing
Size: Extra-Large (10,000 – 100,000 employees)
Why They Replaced Unified: Sluggish support, impersonal service, rising Unified Support costs, lacking in proactive innovation
Challenges
Before moving to US Cloud, Boehringer Ingelheim faced common challenges with Microsoft direct support:
- Repetitive explanations: Engineers often had to explain issues multiple times before making progress.
- Limited personalization: Microsoft Unified Support felt transactional, lacking a deeper understanding of the client’s specific environment.
- Missed opportunities for improvement: Proactive recommendations and tailored guidance were rare.
- Cost efficiency: High support costs made it difficult to justify the level of service provided.
The company needed a partner that could not only resolve issues quickly but also provide strategic insights to prevent recurring problems.
Turning Frustration into Focus
Since partnering with US Cloud, Boehringer Ingelheim has experienced a shift from frustration to focus. Feedback across the organization has been largely positive, with engineers noting that US Cloud’s support staff understand their technical challenges without requiring constant re-explanation.
This new support experience from US Cloud has reduced friction and allowed teams to focus more on their core responsibilities.
Rowell Averia, a leader at Boehringer Ingelheim, also initiated an automated process to collect feedback on every US Cloud support ticket—ensuring that the partnership continues to evolve and deliver measurable improvements.
US Cloud: A Proactive Partner
One of the most noticeable differences for Boehringer Ingelheim has been the proactive approach of their US Cloud Technical Account Manager (TAM), Geoff. Unlike past experiences with Microsoft, Geoff consistently provides recommendations and suggestions tailored to Boehringer’s environment.
This level of personalized engagement has set US Cloud apart by transforming the support experience from reactive to truly consultative.
Ongoing Impact
So far, third-party Microsoft support from US Cloud has left a lasting impact on the Boehringer Ingelheim organization. Here are a few ways the team is noticing changes for the better:
- Improved engineer satisfaction: Internal teams are more confident in the support they receive from the experts at US Cloud, making the support experience more efficient overall.
- Time savings: Less time wasted re-explaining issues means faster resolutions.
- Actionable insights: Proactive guidance helps prevent issues before they occur.
- Scalable improvements: Automated feedback loops allow Boehringer to continuously monitor and optimize support effectiveness.
Client Success Conclusion
Boehringer Ingelheim’s transition to US Cloud highlights the power of choosing a partner that values proactive engagement, deep technical expertise, and ongoing feedback. With US Cloud, the company has moved beyond transactional support to a collaborative relationship that enhances efficiency and satisfaction across its IT operations.
