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HEALTHCARE

Pharma Giant Deploys a Unified, Worldwide CRM Platform


The Challenge

An Ireland-based global pharmaceutical firm had nine disparate customer relationship management (CRM) systems. The firm needed a single, global CRM platform across 53 countries in the EMEA, LATAM, Canada and APAC regions.


Our Approach

Cognizant’s consultants led a multichannel transformation of the firm’s customer experience. The initiative included business process redesign, change management and business continuity management capabilities. We consolidated the firm’s CRM systems and created a harmonized solution to transform the sales, service and marketing functions. Finally, we established a Digital Content Factory for content migration.

A World of Advantages

In just 10 months’ time, the firm built a new, unified CRM platform that integrates its diversified business processes, promotes adherence to market- and country-specific compliance regulations, and achieves its vision of “One Business Language” for sales reps around the world.

$1.5 million

estimated savings per year

10% to 15%

savings in IT effort

30%

reduction in agency costs


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