Pharma
PROJECT OBJECTIVE
To implement a global CRM solution and harmonise customer-facing processes and technologies to ensure consistent service and enable data-driven decision-making.
Client Challenges
&
Pain Points
- Inconsistent customer service standards resulting from disparate customer-facing processes and supporting technologies across the global network.
- Inability to integrate or analyse customer data globally, which prevented timely and effective data-driven business decisions.
- Lacked a comprehensive 360-degree view of the customer due to insufficient linkages between critical functions like sales, marketing, and customer service.
Approach
&
How We Helped
- Designed and initiated the implementation of a global CRM solution across 5 regions/18 markets, with phased deployment over a 3-year period.
- Conducted extensive Global and Regional workshops and Review and Validation sessions as part of the Global Design Phase.
- Captured and confirmed the core ‘To-Be’ business and reporting requirements and designed the detailed ‘To-Be’ process flows.
Value
Provided
- Enabled the client to seek out business synergies through the standardisation and harmonisation of global customer-facing business processes.
- Facilitated the consolidation of supporting information technologies by integrating all customer-related data into one harmonised global system.
- Created tighter linkages between core functions (Sales, Marketing, Business Operations, etc.) offering a 360-degree view of the customer.
