CLIENT CASE STUDIES

Leading Pharma Manufacturer, Digital Transformation​

A Large Pharma company launched a global digital transformation program with the goal of enabling multichannel HCP engagements across more than 25 countries. One of the key success factors was the implementation of a globally integrated and harmonized CRM system for the Commercial Organization. ​

CHALLENGES

  • Commercial processes were inconsistent across the countries and there were varying ways of utilizing the CRMs solutions​
  • Lack of standardized tools for executing and reporting on HCP engagements across the channels​
  • Complex stakeholder map both internally and outside of the company which required tailored change management
  • Inconsistent data models with different quality across systems and markets​
  • Resistance to commercial process and platform harmonization within local markets​

SOLUTION

Marbls played a strategic role in the program as a Scrum Master, Change Manager and Business Analyst by:​
  • Driving the definition and harmonization of the global business processes, including local country inputs​
  • Developing and implementing a complete change management strategy including communication and training​
  • Coordinating automated testing for selected processes and functional areas​
  • Developing and rolling out country engagement plans and detailed implementation roadmaps​
  • Coordinating with the various technical workstreams and teams to ensure seamless technical integration​

RESULTS

  • Successful, on budget, on time implementation of a harmonized Veeva CRM system across all countries in scope​
  • Harmonization of commercial operations with >70% global process alignment​
  • Increased user adoption through tailored change management and training​
  • Improved data governance, resulting in improved accuracy for HCP/customer profiling and campaign planning​
  • Empowered sales force with more efficient tools for activity planning, content delivery and analytics, across all channels​
  • A scalable model for future global rollouts and digital transformation initiatives​