Case Studies > VEEVA SUCCESS STORY Mundipharma Spain

VEEVA SUCCESS STORY Mundipharma Spain

Customer Company Size

Large Corporate

Region

Europe

Country

Spain

Product

Veeva CRM

Tech Stack

Cloud-based CRM

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction
Cost Savings

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Pharmaceuticals

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services
Training

About The Customer

Mundipharma and its independent associated companies are committed to improving the health and quality of life of people everywhere. Over the last 50 years, their associates have become leaders in pain management, developing new drugs and patented formulations to relieve chronic pain for patients and to help them improve their lives. Mundipharma also have a strong presence in onco-hematology treatments to help transform the lives of even more patients.

The Challenge

Mundipharma sales representatives had been relying on an antiquated customer relationship management (CRM) system that had very limited functionality and was difficult to integrate. Outside of call reporting and expense recording, the on-premise CRM system didn’t meet Mundipharma’s growing needs, especially as it set out to launch a new analgesia product. The company had a manual system where all of their sales information, including physician lists, budgets, call tracking, and customer profiles, was stored in different areas. This forced reps to seek out all of that data to build their own lists and reports – a highly inefficient process. Mundipharma needed a modern solution that would better support their sales team and administrators.

The Solution

Mundipharma began the search for a new CRM solution, narrowing it down to three options from leading CRM providers. After carefully reviewing the technology and testing the usability of all three systems with the sales team, Veeva proved the frontrunner. Plus, Veeva promised it could install the system, have it operational and train all users within Mundipharma’s tight timeframe of three months. Within six weeks, Mundipharma implemented Veeva CRM across several business units, including analgesics and oncology. The company was shocked, but what surprised executives even further was how quickly its users were trained. In less than two hours, more than 50 sales representatives had been completely trained on Veeva CRM and were prepared to use the new system for day-to-day operations.

Operational Impact

With Veeva CRM, Mundipharma’s customer management has been better than ever. Reps are able to target different customer groups much more effectively.
Sales managers have greater visibility into the number of customer engagements taking place; for each customer group, they can measure reps on the actual number of calls they make, compared to their call goals.
The new system is incredibly easy to use – so much so that Mundipharma has had 100% user adoption and only 77 help desk inquiries about Veeva CRM – fewer than 2 per rep – since implementation.

Quantitative Benefit

Achieved 100 percent coverage of the number of calls per rep per customer type, which they could not do with the previous CRM system.
Improved the sales team’s accuracy when tracking customer segments.
Reduced the cost of hardware and software with the cloud-based solution.
Been adopted by the entire sales team with a 100 percent usability rating.
Shown high flexibility when changes are required.