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.

The Client

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

Key Challenges

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

Smartbridge Methodology

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

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Results

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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