A global leader in the pharmaceutical industry was drowning in a problem most businesses would envy: too much volume, and not enough system to handle it. The company needed a solution to streamline and automate its work allocation process, managing an average of 5,000 cases for data and claims every single day. At that scale, manual processes weren’t just inefficient, they were actively working against the business. Cases were getting misallocated, resource decisions were delayed, and maintaining Service Level Agreements became a constant, uphill effort rather than a baseline expectation. Underneath it all sat a deeper problem: the company lacked visibility into its own case status, making it hard for supervisors and managers to know what was actually happening across the pipeline at any given moment. What the client needed was a scalable, robust system that could allocate cases accurately based on complexity, availability, and team expertise, while finally giving the business the communication and visibility it had been missing.
Ascendion developed a fully automated case management system, using AWS cloud services to ensure real-time case assignments, tracking, and workload optimization.
Ascendion deployed a Data Trust Studio (DTS) for centralized metadata management, end-to-end lineage, and data quality rules across 30 tables and 5 reports, giving the business a governed foundation to allocate cases against rather than a patchwork of disconnected data.
Ascendion designed a target-state Medallion architecture with a semantic layer aligned to the client’s Corporate Reference Architecture and GCP infrastructure, then layered in AI-driven quality automation, leveraging Ascendion’s AAVA Agentic AI platform for accelerated discovery, analysis, and design pattern automation. A governance foundation was established alongside it all, including a business glossary, data catalog, stewardship roles, and DQ scorecards aligned with Collibra standards, ensuring the new system wouldn’t just work on day one, but stay trustworthy as it scaled.
Tech Stack:
Delivered scalability and robustness, with the automated solution efficiently handling up to 5,000 daily cases.
Improved efficiency, with cases accurately assigned based on resource training, knowledge, and availability.
Maintained SLA compliance, with no lapses or delays.
Automated notifications and updates for supervisors and managers.
Delivered real-time insights, giving stakeholders instant access to case status and allocation details, enabling better decision-making.
