Seamless Support for Your Field Force

Ensure your teams stay productive and connected, whether in the field, at home, or on the go. Conexus delivers responsive, right-sized end-user support designed for life sciences organizations navigating growth, complexity, and compliance.

With a blend of domain expertise, system knowledge, and hands-on user support, we bridge the gap between business needs and technical resolution, quickly and effectively.

Our U.S.-based team combines deep industry knowledge with flexible service models to keep your people focused and your operations running smoothly.

Cybersecurity in Life Sciences: How Fully Managed IT Support Protects Sensitive Data
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Simplifying Complex Challenges with Expert Service

Traditional support models often fall short in the life sciences space. Long wait times, limited system knowledge, and inconsistent service can leave users frustrated and field teams disconnected.

At Conexus, we help solve common pain points by providing:

  • Faster resolution times through responsive, knowledgeable support
  • Expert support from teams who understand life sciences systems
  • Streamlined onboarding and setup for field devices and mobile tools
  • Transparent escalation paths with proactive communication
  • Consistent, high-quality support across field and HQ users’

Our model is designed for organizations with smaller user bases but complex needs, providing fast, knowledgeable, and dependable support where it matters most.

What We Offer

  • Life Science Industry CRMs and Modules
  • Expense Management
  • Microsoft Office
  • And More

Full-cycle ticket management from initiation to resolution and end-user communication and follow-up continuity

  • iPad
  • iPhone
  • Desktops and Laptops
  • Mobile Devices
  • EMM coordination

  • Global Support Via Ticketing
  • Dedicated Email and Number
  • Optional After-Hours Emergency Escalation
  • Priority Handling For VIP Users
  • High-Impact Incidents

How We Support

Our Help Desk employs a three-level support model to efficiently resolve inquiries and escalate complex issues, all of which are managed through a centralized ticketing system for full transparency and accountability. We provide white glove service throughout, ensuring a seamless, high-touch experience for every user.

  • How-To and Instructional Support
  • Password resets, sync problems, and application navigation
  • Ticket creation, categorization, tracking, and resolution
  • Business Process Support

  • Handles more complex issues such as app errors and connectivity
  • Includes system configuration and advanced troubleshooting
  • Led by technical specialists with deep industry experience and enterprise system expertise

  • For critical issues requiring vendor coordination or product input
  • Also supports continuous improvement by flagging systemic issues
  • Maintains Single Point of Contact model post-escalation

Through seamless integration with our strategic partners, we provide end-to-end hardware management tailored for commercial life sciences teams:

  • Imaging, configuration, deployment, and collection of laptops, iPads, and peripheral devices
  • Support for onboarding/offboarding and hardware refreshes
  • Device setup
  • Peripheral support and warranty coordination
  • Secure inventory storage, logistics, and asset disposition

Our Approach

At Conexus, we deliver more than just a help desk. Our model combines life sciences expertise, operational discipline, and a commitment to exceptional, white glove service to meet the needs of growing commercial organizations.

We have supported a wide range of life sciences companies through periods of growth, transformation, and change. Our clients consistently express high satisfaction with our responsiveness, service quality, flexibility, and partnership approach, and many go on to recommend our support model to others in the industry.

Our Help Desk is grounded in a structured operational framework that ensures consistency, transparency, and scalability.

 

Tailored Operating Procedures
Defined Support Structure
SLA Tracking and Reporting
Modern Support Technologies
Customized Knowledge-Based Resolution
Talent Development and Training
Hardware and Asset Logistics
Scalable Service Model

Whether you’re expanding your field team, launching a new product, or adapting to change, our support model is designed to grow with you while maintaining the high-touch experience your users expect.

Insights

Diverse Multi-Ethnic Team Working in Big City Office: IT Programmers Working on Desktop Computers. Specialists Creating Innovative Software. Engineers Developing Inspiration App, Program. | Optimizing Managed IT Service Desk Solutions for Small to Mid-Size Life Sciences Companies
March 28, 2025

Optimizing Managed IT Service Desk Solutions for Small to Mid-Size Life Sciences Companies

End User Support

Managed IT service desk solutions provide critical technological support for small-to-mid-size life sciences companies operating in a dynamic, highly regulated environment where agility is essential. However, managing IT infrastructure and support...

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Empower Your Users with Smarter Support

Our End User Support services are specifically designed to help life sciences organizations minimize downtime, enhance user satisfaction, and facilitate seamless commercial operations.

Step 1

Connect with Our Support Specialists

Partner with a team that understands the nuances of life sciences. Our experts will assess your environment and collaborate with you to design a responsive, right-sized help desk and hardware support model tailored to your needs.

Step 2

Define Your Support Strategy

Clarify the types of users, systems, and workflows that require support. Whether it’s managing Veeva-related tickets, resolving hardware issues, or providing VIP access and escalation, we’ll tailor our services to align with your operational priorities.

Step 3

Elevate the User Experience

With a structured, scalable support solution in place, your field and HQ teams can focus on what matters most. Conexus helps ensure users stay productive, engaged, and equipped with the tools and support they need for every day.