LEADING GLOBAL PHARMACEUTICAL COMPANY

Integrating Documentum On-Premise Platform with Salesforce Cloud CRM

case-study-1

CLIENT : LEADING GLOBAL PHARMACEUTICAL COMPANY

BACKGROUND:

  • Global leader in healthcare solutions with operations in 140 countries
  • Dedicated team to respond to enquiries by  customers and medical health care professionals
  • Built a hybrid platform using Siebel CRM and Document Content Management System for handling customer communication
  • Documentum is used for business processes related to authoring, review, approval and distribution of enquiry related material
  • Siebel CRM is used to manage business process related to customer communication

TECHNOLOGY:

  • Bi-directional integration between Salesforce and
  • Documentum using SOA
  • Activity Directory Integration
  • Service Orchestration using Cast Iron
  • Responsive UI for on-premise applications
  • Automation using Right Fax, Print Services Integration and Microsoft Office

Seamless integration between Salesforce and Documentum has improved the compliance and productivity of our customer care reps and field teams. Knowledge and speed demonstrated by team on both Documentum and Salesforce platforms is exceptional

– IT Director

BUSINESS CHALLENGE:

Our client, a leading global pharmaceutical company, has Medical Information & Communication (MIC) group and Customer Interaction Center (CIC) group for managing the inquiries pertaining to its products from Health Care Professional’s (HCP’s) and consumers. These teams are responsible for providing consistent, high-quality and approved responses to product inquiries, regardless of the touch point or response channel (phone, email, fax, web, mail or others).

The client used an outdated client-server platform built on Siebel and Documentum to support the business process and hence intended to migrate to a new system that is cloud based and mobile compatible. Some of the key challenges of the existing platform are:

  • Client-Server architecture had a host of performance, scalability and usability issues
  • Some of the business processes (for e.g. fax fulfillment and reconciliation) had to be done manually
  • The system made it difficult for field teams to access information efficiently on the go where they needed it the most
  • Moreover, migrating existing client-server based Siebel CRM system to a newer version is deemed to be a lot more expensive than adopting cloud based Salesforce CRM

DOCMATION SOLUTION:

Docmation worked with the client to re-define business processes in order to eliminate manual tasks and implement a modern solution using Salesforce Cloud CRM with On-Premise application Documentum for Content Management. Key highlights of the recommended solution are:

  • Service based foundation using Service Oriented Architecture (SOA) to enable a bi-directional integration between the On-Premise Apps and the Cloud Platform
  • Service Aggregation (Restful Services built on Salesforce and Documentum)
  • Service Orchestration using Cast Iron
  • Authentication with On-Premise Active Directory Server and securely establishing the identity with Salesforce from the custom UI using OAuth
  • Responsive UI for the On-Premise Apps that integrates with Salesforce UI
  • Eliminate manual tasks by using Right Fax for Fax Integration, Microsoft Office for Office Automation, Print Services Integration
  • This solution was implemented over a 7 month period which included requirements gathering, design, implementation, training and post production transition activities.

KEY BENEFITS:

360 degree view of customer
  • Integration with Master Profile (MDM) for customer lookups
  • Visibility into interaction history across Customer Care, MIC, DTC, IRMA-C, IRMA-P, Field Sales, HCP Outbound
  • Ability to link FAQ utilization to customer inquiries
Compliance
  • Required and accurate acknowledgement of Potential Adverse Event and Potential Technical Complaint on each inquiry
Productivity Improvements
  • Ability to add multiple call reasons to one case and only display the relevant fields for that call type
  • Global search capabilities to quickly locate customers and inquiries
  • Ability to assign tasks to users and track completion status
  • Real-time email notification to Sales Managers for rep request visits
Reporting & Insights
  • Dynamic Specialist, Supervisor and CAM dashboards for improved visibility into key performance metrics and call drivers

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