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Printed on date: 8/22/17

Full Service CRM Support for Mölnlycke Health Care

Mölnlycke Health Care is a world-leading provider of single-use surgical and wound care products for customers, healthcare professionals and patients. With around one sixth of its 7,500 employees worldwide working in sales and marketing, the reliability of its CRM system is paramount.

Mölnlycke Health Care

Official Veeva training and support partner

In 2013 Mölnlycke Health Care decided to replace its existing CRM system with a new solution from Veeva. During the pilot, the company identified the need to find a support and governance partner to handle second-line support and change management for CRM. Since 2011, Sycor mbs has been an official Veeva training and  support partner with certified consultants, trainer and support agents. With extensive experience in the field of CRM projects in the healthcare sector, Sycor mbs provides flexible and scalable services for the life sciences industry like business consulting, project management office, training, knowledge management, hyper care support, and business application support.

Second-line support

After a six-week transition and test phase, Sycor mbs took over the support of multiple sales force applications and tools including Veeva CRM and CLM. “We needed  a trustworthy new second-line support model to guarantee a quick and competent support for the users,” says Thomas Weckman, Regional Commercial Excellence Director - Western Europe & Canada. At Mölnlycke Health Care, first-line support is provided by a super user or local IT staff reporting all issues to the internal support tool. Sycor mbs, as second-line support partner, receives all CRM-related incidents from the internal support tool, takes ownership of them and resolves them by cooperating closely with other second- and thirdline service partners.

Change and Release management

In addition the support team from Sycor mbs handles all CRM-related problems and changes and is also responsible for change control, including governance as well as the Service Level Management. For Release Management, the Change Manager advises Mölnlycke Health Care on upcoming Veeva releases and how the new functionalities support its business processes.

Rolling out to new markets

For Veeva CRM rollouts in new markets, Sycor mbs manages page layouts, roles and profiles, data uploads, building account hierarchies, and permission setting according to Mölnlycke Health Care guidelines.

In order to improve Mölnlycke Health Care’s multichannel activities, SYCOR mbs consultants developed a CLM process model. After the successful implementation the second- line support team is now responsible for the technical review – as well as the packaging, uploading and  sharing of marketing content to Veeva for numerous countries.

Project

  • 2nd line support for Veeva CRM and CLM including Problem Management
  • Change Management
  • Governance
  • Service Level Management and Release Management

More about the company:

Logo Moelnlycke

Mölnlycke Health Care

 

Headquarters: Gothenborg, Sweden
Industry: Medical devices
Products: World-leading provider of single-use surgical and wound care products for customers, healthcare professionals and patients
Company size: 7.500 employees

Jessika Steckenborn

Sycor mbs contact

Jessika Steckenborn

Director of Sales

Phone +49 551 38 39 823

jessika.steckenborn@sycor.de

Documents
 Ysura_GmbH_Logo_sw Veeva Partner SW Smbs: MS Partner Logo sw