At a glance

We updated and migrated an entire sales CRM platform for a major pharmaceutical client. Our responsibilities included analysis of existing systems and procedures, definition and implementation of corresponding solutions, and creation of a governance model to provide ongoing guidance.


Customer challenge

Our customer was experiencing rapid sales growth and expansion of product offerings. This required them to quickly accommodate new projects, which increased reporting lead times and put pressure on their back-end sales infrastructure. Their on-premise integrations were fragile, and considerable manual effort was required to maintain report accuracy. The customer needed a new platform that could handle more complicated project tracking and data analysis.


Approach and solution

We tackled this project methodically, starting with documenting a “base case” that captured common, re-usable elements of data models, workflows, and integrations. Next, we defined solutions that would support this base case, then created an overarching governance model. This included CI/CD, exception rationalization, and prioritization of key refactoring decisions. Finally, we trained administrators, vendors, and maintenance teams in new, more sustainable use patterns. This capped our successful migration of their entire platform, including all existing programs, from Siebel to Salesforce.


Value and benefits – “The Wins”

There were numerous operational and structural wins on this project, including:

• Reduced time to market of new programs from months to weeks.

• Call center training time reduced from weeks to days

• Case management issues reduced by 78%.

• CRM maintenance cost is 50% lower.

• Reporting is 100% automated.

• New reports are now generated within hours of being requested.

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