Octapharma identified a critical need to improve how it tracks and resolves incidents involving lost or stolen company devices. These devices included laptops, mobile phones, and other hardware used by employees. Previously, the process lacked structure and relied heavily on manual steps. As a result, it was inefficient, error-prone, and difficult to monitor.
To address this, Octapharma initiated a project focused on Lost and Stolen Device Incident Management with SureSupport. This initiative also aligned with their broader goal of improving IT asset loss response automation across the organization. Therefore, they turned to T4S Partners and their SureSupport Services to design a more effective solution. The goal was to simplify the reporting process for employees while enabling service desk technicians to follow a consistent, guided workflow. Additionally, the company wanted to ensure that the right security teams were notified automatically based on the incident details.
Solution Approach
To support Lost and Stolen Device Incident Management with SureSupport, T4S Partners implemented targeted changes to the “Lost or Stolen Device” specifics form. This form was customized for both the customer portal and the technician-facing client view. Next, they created a version of the form for each environment to ensure consistency across platforms.
Moreover, the team added the Checklist mApp to support different device types. For example, mobile devices triggered a different checklist than laptops. This allowed technicians to follow device-specific procedures. In addition, automated notifications were configured to alert the appropriate security teams based on the form responses.
Results
Previously, technicians followed a spreadsheet with manual steps, which was hard to track and prone to failure. Now, the process is streamlined and automated. Employees can easily report incidents through the portal. Technicians conduct structured interviews using internal forms. Based on their input, workflows automatically engage the right teams.
As a result, the new system improves accuracy, reduces delays, and ensures consistent handling of incidents. The Checklist mApp also helps technicians follow the correct steps every time.
