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

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	Sanofi Pasteur MSD’s Digital Transformation Deepens Customer Engagement

Sanofi Pasteur MSD’s Digital Transformation Deepens Customer Engagement

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	Sanofi Pasteur MSD significantly increased the frequency and reach of its customer engagement without the addition of more sales reps.
Impact #2	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.
Impact #3	Sanofi Pasteur MSD standardized processes enterprise-wide, resulting in dramatic increases in operational efficiency.

Impact #1

Sanofi Pasteur MSD significantly increased the frequency and reach of its customer engagement without the addition of more sales reps.

Impact #2

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.

Impact #3

Sanofi Pasteur MSD standardized processes enterprise-wide, resulting in dramatic increases in operational efficiency.

Benefit #1	Sanofi Pasteur MSD tripled the expected adoption rates six months ahead of forecasts.
Benefit #2	In an enterprise-wide internal survey, more than 80% of users said that they would recommend Veeva CRM.
Benefit #3	Sanofi Pasteur MSD projects overall efficiency gains of 17% in year one, and 33% annually in years two through five.

Benefit #1

Sanofi Pasteur MSD tripled the expected adoption rates six months ahead of forecasts.

Benefit #2

In an enterprise-wide internal survey, more than 80% of users said that they would recommend Veeva CRM.

Benefit #3

Sanofi Pasteur MSD projects overall efficiency gains of 17% in year one, and 33% annually in years two through five.

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Overview

Sanofi Pasteur MSD’s Digital Transformation Deepens Customer Engagement

Operational Impact

Quantitative Benefit