Case Studies > Sanofi Pasteur MSD’s Digital Transformation Deepens Customer Engagement

Sanofi Pasteur MSD’s Digital Transformation Deepens Customer Engagement

Company Size
1,000+
Region
  • Europe
Country
  • France
Product
  • Veeva CRM
  • Veeva Vault PromoMats
Tech Stack
  • Cloud Technology
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Cost Savings
  • Customer Satisfaction
Technology Category
  • Platform as a Service (PaaS) - Connectivity Platforms
  • Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
  • Pharmaceuticals
Applicable Functions
  • Business Operation
  • Sales & Marketing
Services
  • Cloud Planning, Design & Implementation Services
About The Customer
Sanofi Pasteur MSD is the only European company entirely dedicated to vaccines. The company was growing rapidly and with each new affiliate, it was amassing a number of different customer relationship management (CRM) systems. This led to the creation of silos between teams and duplicate content being re-created in each region. The company's promotional reviews were still done on paper, which slowed progress and negatively impacted customer engagement. As the company prepared to launch new vaccines across Europe, it recognized the need for a single, global solution with multichannel capabilities and integrated content management to provide a holistic view of the customer and drive orchestrated engagement.
The Challenge
Sanofi Pasteur MSD was growing rapidly, and with each new affiliate came another disparate customer relationship management (CRM) system. After a few years, the company amassed a number of different systems that created silos between teams. Duplicate content was re-created in each region. Promotional reviews, still done on paper, slowed progress. And customer engagement suffered. In order to transform its commercial operations worldwide, Sanofi Pasteur MSD determined it needed a single, global solution with multichannel capabilities and integrated content management to provide a holistic view of the customer and drive orchestrated engagement. The timing was right, too, as Sanofi Pasteur MSD prepared to launch new vaccines across Europe.
The Solution
Sanofi Pasteur MSD turned to Veeva for a complete set of commercial applications on one platform – all easily accessible in the cloud. With Veeva, SPMSD is bringing together compliant content and multichannel engagement, enabling a complete view of the customer to deliver valuable interactions that provide customers with the right information at the right time. SPMSD deployed multichannel Veeva CRM and Veeva Vault PromoMats for commercial content management across 19 markets globally. The company has since unified its global commercial strategy and incorporated new, digital channels with the Veeva CRM suite of applications. Field teams and brand managers jumped in quickly and Sanofi Pasteur MSD tripled the expected adoption rates six months ahead of forecasts.
Operational Impact
  • Sanofi Pasteur MSD significantly increased the frequency and reach of its customer engagement without the addition of more sales reps.
  • Sanofi Pasteur MSD has united its commercial organization worldwide for a common understanding of the customer across the organization, improving brand alignment and coordination of engagement.
  • Sanofi Pasteur MSD standardized processes enterprise-wide, resulting in dramatic increases in operational efficiency.
Quantitative Benefit
  • Sanofi Pasteur MSD tripled the expected adoption rates six months ahead of forecasts.
  • In an enterprise-wide internal survey, more than 80% of users said that they would recommend Veeva CRM.
  • Sanofi Pasteur MSD projects overall efficiency gains of 17% in year one, and 33% annually in years two through five.

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