Salesforce für Life Science & Pharma

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Starke Regulierungen, internationaler Wettbewerb und hohe R&D Investionen — diese Marktumstände erfordern optimale interne Zussammenarbeit, einen extremen Kundenfokus und Real Time Business Insights über die Ländergrenzen hinweg. Lassen Sie sich von unseren Kunden Phonak und Roche inspirieren wie auch Sie diese Herausforderungen mithilfe von social, mobile und Cloud Technologien meistern können.

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Salesforce für Life Science & Pharma

  1. 1. A Journey to Success in CRM Munich, 02.07.2013 Andreas Claus Kistner EMEA Portfolio & Solution Architect
  2. 2. Basic facts at a glance • Founded 1896 in Basel, Switzerland • Founding families still hold majority stake • Employing 82,000 people • Currently active in 150 countries on all continents • Sales 2012: 45.5 billion Swiss Francs • Clear focus on healthcare • Leadership in pharmaceuticals (#4)* • World’s largest biotech company (position #1)* with truly differentiated medicines in oncology, virology, inflammation, metabolism and CNS • Leadership in in vitro diagnostics (#1) and pioneer in diabetes management • Unique innovation model * Source: Decision Resources, Q4/2012
  3. 3. Our Journey
  4. 4. Starting point 2010
  5. 5. Set your strategy before you start the journey
  6. 6. Roche SFDC Platform history timelines • December 2010 – Kick off APAC CRM as pilot • January 2010 – First offline mobile CRM App • February 2011: First successful restore of unintentionally deleted data within 48 h • June 2011 – go live of first non-CRM project - iHCP • June 2011 – LATAM CRM project kick off • September 2011– MI atlas kick of as first GLOBAL application • January 2012 – RE & EEMEA CRM started – core split • June 2012 –SFDC PaaS pilot program (services for ROCHE DEV, 3rd party dev vendors, code quality & deployments) • Complete rework of UX • February 2013 – PaaS team fully operational, service catalogue set up, OLA • March 2013 –PD project has the validation requirements • April: Hub & Spoke implemented
  7. 7. Sharing Principle for CRM Components Global Component Owner for • Customer Account & Location • Merge and DCRs • Activities and TOT • Targeting • Surveys • Requests • Promotional Materials • Medical Request • TAE Management Global Component Owner for • Profiling • Workflows Global Component Owner for • Competitive Intelligence • Events Management • Clinical Studies • Samples • Events Regional Components • Strategic Account Planning • HCP Aggregate Spend • Medical CRM EMEA APAC LATAM
  8. 8. Current connections from CRM to other Systems CRM eDetailing cVent CTMS ARIBA SAP CDI/UCIeMarketing MDMS eMap On The Road MI Atlas
  9. 9. Who are the customers 2013?
  10. 10. Barriers to overcome
  11. 11. 0 20 40 60 80 100 120 140 160 2010 2011 2012 2013 2014 2015 # Countries/CRM Small start and fast growth 0 2000 4000 6000 8000 10000 12000 14000 16000 18000 2010 2011 2012 2013 2014 2015 # User
  12. 12. The number of applications are increasing by 100% Y/Y
  13. 13. CRM4U More to come CRM4U MSPP Symphonie MI altas Market Access rMeet STaR iHCP eMS PEER TAEM OTR CC UNITE
  14. 14. Endpoint 2014
  15. 15. Doing now what patients need next

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