Sales Cloud CRM Case Study - Collect and Manage Consents

Problem: Managing Consent Collection Challenges Across Sales Cloud CRM System

The client faced several challenges that required a sophisticated solution to enhance their operations:

Commercial CRM: The need to create a unified sales process across APAC affiliates, with mobile capabilities, a centralized patient mapping system, and a coaching area.
MSL Interaction: A solution to support unified processes for Medical Science Liaison (MSL) interactions with Healthcare Professionals (HCP) in the APAC region.
Key Account Management: A close-loop CRM solution to cover account management, project management, and access management.
Customer Data Consolidation: The consolidation of customer-related master data to present a 360-degree view of customers.
Event and Expense Register: A professional solution to track expenditures related to HCPs in a central register.

Solution: Effective Consent Data Management with Custom CRM Features and Marketing Cloud Integration

To address challenges in this Salesforce Sales Cloud CRM Case Study, we implemented a comprehensive CRM system that encompasses several critical components:

Commercial CRM

Uniform Sales Process: Standardized sales indicators and defined KPIs across the APAC region, with automated reporting systems. The focus was also on developing first-line managers as coaches.
Mobile Capability: Enhanced mobility for sales representatives to access the CRM on-the-go.

Medical CRM

Unified MSL Interaction: Streamlined and regulated interaction processes between MSLs and HCPs, with appropriate segmentation of information and reliable data collection.

Hospital Access

Account and Project Management: Efficient management of key contacts through close-loop processes, improving accuracy and efficiency in handling customer interactions and collaborations.
Access Management: Simplified and streamlined cooperation between customer organizations.

CRM Core

Data Consolidation: A unified data source for all patient information, ensuring that all data is collected, verified, and stored in one place. This system supported various solutions including commercial CRM, medical CRM, and the PEER system.
Resource Allocation: Enhanced planning and allocation of resources based on territory.

PEER System

Event and Expense Management: Central registry for recording HCP-related events and expenses, managing payments, and ensuring compliance with local regulations.
Integration: Reporting capabilities using Business Intelligence (BI) tools such as Business Object, Concur, and SAP integration.

Team Structure
To ensure the successful implementation and management of this Cloud Based Sales CRM example, the APAC CRM4U managed service provided a complete service with all the necessary roles:

Service Coordinator
Salesforce Development (SFDC)
iOS Development
ETL Development
Software Quality Assurance (SQA)
Business Analyst
Application Support

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Outcome: Transformation with SAP Self-Service Portal

The implementation of this Sales CRM Cloud example resulted in significant improvements for the client:

A scheduled incident management system with dedicated request management processes was established.
The Salesforce platform was developed and maintained, filled with content by the client’s employees.
The solution facilitated seamless operations for Sales Representatives and Managers across 14 countries in the APAC region.

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Conclusion: Success of SAP Self-Service Customer Portal Implementation

This Case Study of Salesforce CRM Sales Cloud implementation for our client in the Healthcare & Life Sciences sector successfully addressed the complex challenges they faced. By creating a harmonized and mobile-capable sales process, unifying MSL interactions, consolidating customer data, and streamlining event and expense management, the CRM system enhanced operational efficiency and data accuracy. The comprehensive support provided by the APAC CRM4U managed service team ensured the solution’s smooth operation and ongoing maintenance, leading to improved management and client satisfaction in the APAC region. This case study demonstrates the critical impact of a well-designed CRM system on enhancing business processes and outcomes in the Pharma sector.

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