Global Life Sciences Company
Migrates to a Cloud CRM
In this case study, we’ll look at how Smartbridge successfully implemented a Salesforce solution in a global life sciences company to migrate their CRM system to the cloud.
Our client is a global life sciences company with operations in North America, Europe, and Asia Pacific that specializes in manufacturing implantable medical devices. They work closely with health care providers all over the world in offering breakthrough treatments and innovations that improve patient’s quality of life.
The Primary Objective/Problem
Over the years, the company has undergone several mergers and acquisitions resulting in multiple disjoined IT systems. They had multiple Customer Relationship Management (CRM) systems ranging from Salesforce to MS Excel across the company which caused several key issues. These include:
Lack of consolidated sales reporting for executive leadership
Inability to enforce a common sales process across the organization
Needing multiple IT skill sets to support CRM systems
During the planning phase, Smartbridge helped the client identify and define strategies to address the following key challenges:
Heavy customization of legacy systems
History of slow user adoption of new systems
Quality of account data coming from upstream SAP system
To handle each challenge efficiently, four different streams of work were defined:
Data Definition & Migration – Smartbridge worked closely with the business to understand their legacy systems and define formal migration strategies
Data Quality – Our team collaborated with the SAP group to cleanse source data and develop robust system interfaces
CRM Implementation – A core Salesforce team focused on designing and implementing CRM functionality
Change Management – we focused on defining the strategy for UAT, pilot, and training the global team
Smartbridge is a Salesforce Partner
The company has now fully migrated their global CRM system to the cloud. Salesforce implementation benefited the customer on many fronts:
Field sales can now access information anywhere, anytime from their mobile devices. With legacy systems, they were only able to access data from their laptops when connected to a VPN
Since all field sales have the information readily available for them, customer service calls have reduced by 25%
Executive leadership now receives consistent and consolidated sales reports
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