Sanofi Pasteur MSD
Training and support for Europe-wide Veeva CRM introduction
Sanofi Pasteur MSD is the only company in Europe that has specialized exclusively in vaccines. With over 1,000 employees in 19 countries, a high-performance and uniform CRM system is tremendously important. That is why Sanofi Pasteur MSD decided on Veeva CRM as the central CRM solution for all European markets. The Göttingen-based full-range service provider Sycor accompanied the CRM implementation across Europe as a training and support partner.
With the introduction of the cloud-based Veeva CRM, Sanofi Pasteur MSD replaced its former variety of country-based individual CRM solutions. The company needed a reliable training and support partner in order to ensure a high level of user acceptance from the outset. „In the search for a service provider who understands the processes and requirements in the European markets and is able to provide competent support in multiple languages, we chose Sycor mbs,“ says Alexandre Gultzgoff, Deputy Director of IS for Europe.
The new CRM solution was rolled out in various waves, country by country. Sycor mbs ran country and role specific end user training in the respective national language for all key markets. In the subsequent hypercare phase, the 550 users received competent and fast support for all CRM questions through direct contact with the multilingual Veeva support team from Sycor mbs. „In addition to training, individual user support is crucial for user acceptance – especially in the first few weeks after going live,“ explains Antoine Blanc, Director of Commercial Excellence at Sanofi Pasteur MSD Europe, adding: “Here we benefited from Sycor‘s extensive CRM experience in the life sciences sector.”
Training and hypercare support during the rollout
Comprehensive second-level support for multi-channel CRM
After Veeva CRM was successfully implemented, Sycor assumed responsibility for application management of ongoing maintenance and second-level support. The application management team is integrated into the Sanofi Pasteur MSD service model with local CRM key users and the general help desk. Consisting of certified Veeva administrators, the team handles all CRM-related incidents and problems. They also advise users on change requests and on the best possible use of new Veeva CRM functions. Initial Veeva CRM support continuously expanded to other Veeva applications such as Vault, CLM, Approved Mail and Event Management. Nicolas Fiedel, Customer Service Manager at Sycor, explains: “For effective CRM application management, we need to be familiar with the broad Veeva product range and deploy it effectively according to the changing business requirements of our customers.”
Overall, the customized support and training package put together by Sycor mbs has been a great success for Sanofi Pasteur MSD. Thanks to the competent support with certified trainers and consultants, Veeva CRM has been successfully introduced at Sanofi Pasteur MSD , operation has been ensured and the business processes have been continually optimized. This allows the innovative company to focus entirely on its core business: From infancy to old age, protecting millions of people in Europe against a wide spectrum of serious infections and the diseases they cause.