Navicon upgraded the CRM system based on Terrasoft bpm’online in Mertz of Pharm

2018: Upgrade of the CRM system based on Terrasoft bpm’online

The system integrator and the developer Navicon announced on March 19, 2018 that it upgraded CRM- a system Terrasoft bpm’online for pharmaceutical company "Mertz of Pharm" — the Russian division of Merz Pharma Group. Migration of the IT solution which is earlier set at a pharmproizvoditel on the current version of the platform is executed taking into account specifics of the pharmaceutical sphere and business of the company. According to the results of the project of 150 authorized users of CRM received self-service IT solution which configuration and the interface they can change without involvement of developers.

Prerequisites

For customer relationship management of pharmaceutical company and work of "field forces" — sales representatives of a pharmproizvoditel in regions — in Mertz of Pharm the CRM system on the bpm'online platform from global vendor of Terrasoft was used.

The version of bpm'online 7.6 set in the company ceased to meet the growing requirements of sales departments and marketing. Therefore within the project of support and development of a system which performed Navicon system integrator it was decided to upgrade a system.

Project Progress

Within the project general audit of the system installed in the company as a result of which the modules used in CRM "Mertz of Pharm" are optimized was booked. For example, accomplishment of standard CRM tasks — collecting and analytics of the medical representatives given about visiting activity, drawing up diagrams of sales and data of indicators of the company — became available from mobile devices.

It was important for us that reinstallation and upgrade of the CRM solution happened without workflow suspension. The Navicon command could execute the project in a short time. At the time of holding an annual cyclic meeting when employees did not work in a system, the main functionality and complete volume of the user and client data stored in old CRM were postponed for the new platform. At once upon return employees could get to work with the updated system — Anton Chernokalov, the head of department of the business analysis in Mertz of Pharm told.

In Mertz of Pharm we could pick up a set of modules and functions which employees of a pharmproizvoditel will use and to get rid of excess blocks of a system which slowed down its work. We actually adapted the classical bpm'online system to needs of large players of the pharmaceutical market, considering specific features of pharmaceutical business, and we can make use of this experience for optimization of IT solutions in pharmaceutical companies — Sofya Totmakova, the Head of Department of CRM of Navicon company noted.

Project Results

Mechanisms of work of staff of Mertz of Pharm with data are optimized. First, function of global search according to all sections of a system appeared: now it is possible to collect on a centralized basis all customer information which is stored in CRM by the phone number, details or any other "artifacts".

Secondly, time necessary for filling and updating of client profiles was reduced. In particular, there was an opportunity to automatically add information from correspondence e-mail with the client to his client profile and also to process standard addresses without employee involvement service and contact centers or with their minimum participation. Thanks to it the processing speed of incoming requisitions increased and the level of customer service of pharmaceutical company increased.

And to configure any processes of the company and employees, without involvement of developers can change system operation logic "under themselves".

According to the results of the project seamless integration with the management system which is already used in the company and accounting of secondary sales of Navicon SalesOut — own analytical development of integrator on the Microsoft SQL Server platform is also configured. Analysts of pharmaceutical company can compare data on visits of medical representatives with diagrams of sales now and thus estimate efficiency of each "field" employee.

As of March, 2018, in a system 150 authorized users work. Further support and updating of CRM is planned by the Navicon command.