Success Story of SAP CDC for Customer Identity and Access Management (CIAM) Implementation for Pharma
In this SAP Customer Identity and Access Management Implementation Case Study, a global pharmaceutical company aimed to elevate customer experience by leveraging SAP Customer Data Cloud (CDC) as part of their Customer Identity and Access Management (CIAM) strategy. Healthcare Providers (HCPs), who regularly accessed the company’s portals, desired more personalized interactions and efficient management of their digital accounts. Additionally, simplifying consent collection during events and congresses was crucial.
Explore the rest of this SAP CDC CIAM Implementation success story below.
Challenge: Improving HCP Registration Efficiency in Pharma Company
Newly registering HCPs faced hurdles such as lengthy validation processes, misleading post-validation communication, and cumbersome registration forms with numerous fields. The complexity of managing passwords and the necessity for multiple credentials across various pharma resources further hindered user engagement and conversion rates.
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Solution: Enhancing HCP Engagement with SAP Customer Data Cloud
Partnering closely with SAP, the pharmaceutical company implemented SAP Customer Data Cloud. This comprehensive suite offered robust identity management solutions including CIAM for end-users and B2B interactions, alongside Enterprise Consent and Preference Management.
Key solutions in this SAP CDC CIAM Implementation Case Study included:
- Enhanced Self-Service: Introduced intuitive self-service capabilities for HCPs to seamlessly register, access, and manage their digital accounts.
- Behavioral Insights: Utilized customer behavior data to design personalized user experiences.
- Consent and Preference Centralization: Established the platform as the authoritative source for managing consents, preferences, and opt-ins across all digital touchpoints.
Our dedicated Gigya competency team played a pivotal role in both the implementation and subsequent maintenance and development support. However, the implementation itself was a significant endeavor for which we did not take direct responsibility.
Result: Significant Improvements in HCP Engagement and Efficiency
This example of CIAM SAP Implementation yielded significant improvements:
- Enhanced User Experience: Streamlined CIAM processes, particularly registration, improving user satisfaction.
- Frictionless Experience: Designed and implemented a user-friendly alternative to traditional registration methods.
- Operational Efficiency: Simplified identity and account management, boosting engagement and reducing complexity.
Conclusion: Transforming HCP Interaction through CIAM and SAP CDC
Implementing CIAM with SAP Customer Data Cloud not only fortified security but also fostered a user-centric digital engagement platform. By prioritizing a product-oriented approach and leveraging SAP’s capabilities, the company achieved:
- Commitment to Innovation: Continuously enhancing user experiences through a simplified, secure platform.
- Tool-Agnostic Flexibility: Enabling scalable, user-centric solutions adaptable to evolving digital needs.
- Governance and Compliance: Establishing robust rules, policies, and governance to ensure data accuracy and regulatory compliance.
Key Takeaways:
In this SAP Customer Identity and Access Management Implementation Success Story, CIAM serves as the gateway for HCPs to interact digitally with the pharmaceutical company, offering innovative registration, identity management, and consent solutions. It epitomizes a holistic approach to digital engagement, aiming to become the definitive source of truth for HCP interactions across all digital channels.
By embracing SAP Customer Data Cloud, the pharmaceutical company not only addressed existing challenges but also positioned itself as a leader in customer-centric digital solutions within the healthcare sector.
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