Sanofi implemented CRM

On August 5, 2015 Navicon announced implementation in pharmaceutical company "Sanofi" of the Microsoft Dynamics CRM 2013 system.

Project Tasks

Sanofi in Russia implements the program of support of the patients sick with diabetes. Within the program patients obtain information on a way of life necessary in the course of acceptance of insulin, the correct life with diabetes. To convey to patients necessary information, the company opened special training courses.

Representation of Sanofi, 2014

For effective management of rates, work with the database of patients, the analysis of dynamics of statuses and indicators of health, communication with patients the IT system was required. By estimates of specialists of the Sanofi optimal on the functionality and quality the Microsoft Dynamics CRM 2013 system is.

In an implementation project attracted Navicon integrator as the partner.

Project Progress

Specialists of Navicon implemented the CRM system by means of which automated management of trainings for the patients sick with diabetes. In addition to implementation of standard functionality of CRM, in the project the requirements for personal data protection, their storage in Russian "cloud" are fulfilled.

According to the changes made to law No. 149-FZ "About information, information technologies and on data protection" and which are becoming effective since September 01, 2015, Sanofi was required to provide data storage of patients in the Russian cloud infrastructure. Besides, according to requirements of the current law No. 152-FZ "About personal data", it was necessary to provide to users of Sanofi access to the depersonalized information on patients (statistical data of the module of the reporting).

Input functions and personal data processings of patients and doctors saved behind Service-Partner of VLM Execution which is engaged in the organization and carrying out training, data-refresh of statistics of attendance of occupations and medical indicators of patients in a system.

Attracted the service provider providing services of lease of virtual infrastructure and the organization of personal data protection to implementation of these requirements to the project.

Project Results

Sanofi received the CRM system with access isolation to personal data of users. Navicon provided a complete packet of related services:

• lease of virtual infrastructure in the Russian cloud taking into account hardware needs of the customer and a possibility of further adaptation with a growth of load of a system;
• the services of administration of a system which allowed Sanofi not to attract internal resources of IT department;
• creation of organizational and administrative documentation on regulations of personal data protection in the company necessary for providing in regulating authority;
• the complete solution performing functions of means of protecting of virtualization, means of antivirus protection and means of protecting from unauthorized access to a system;
• reporting on analysis results and monitoring of unauthorized access attempts.

By Microsoft Dynamics CRM 2013 it is integrated with call center and the SMS gateway. In the CRM system:

• the database of patients is maintained;
• the entering / outgoing calls are registered
• calls to patients are planned;
• data on training courses are processed;
• record of patients on rates is kept (confirmation visit of a rate, transfer or canceling of rate/occupation);
• SMS mailing to patients is automated.

For August 5, 2015 a system functions in the mode of working operation. In a system 20 users work.

"As earlier we did not solve similar problems, we could build a system absolutely "from scratch" accurately under our business requirements and the concept of our program. It worked well with consultants of Navicon perfectly: we talked in one language thanks to their experience in pharmaceutical industry, and they reacted to our requests quickly and precisely, having serious competence of development of CRM systems. Therefore test stages and start in operation passed at us as according to the textbook, and we offered the Navicon command to continue cooperation", - Olga Golubeva, the project manager on implementation of the program of support of the patients sick with diabetes noted.

"Microsoft Dynamics offers flexible business solutions which correspond to business needs and allow customers to think and work quicker, to foresee requests of clients and to prevent potential risks. Especially it is important in medical and pharmacological spheres where accuracy, reliability and a scope of data play a key role in diagnostics, treatment and prevention of diseases. We are glad that Microsoft Dynamics CRM 2013 will help specialists of Sanofi to provide patients with timely and useful information, to train them in the correct way of life at such diagnosis and to maintain their health at the good level", – Olga Rusnak, the head of department of promotion of CRM solutions of Microsoft in Russia told.