Partnership, Stability, and Impact – Sycor Successfully Supports the Veeva Vault CRM Migration at Bayer Vital

Bayer Vital GmbH is the Bayer Group’s German sales company for the healthcare market. It markets the pharmaceuticals of Bayer’s Consumer Health and Pharmaceuticals divisions in Germany, thereby making a key contribution to medical care in the German market.

A central system used by field and office staff in the pharmaceutical division to plan and document their daily sales activities was to be migrated to the latest Veeva Vault CRM platform, as the previous Veeva CRM solution was scheduled to be discontinued in September 2029. Bayer is thus one of the first companies globally to undertake this migration, relying on Sycor’s support for the German market.

The migration to Veeva Vault CRM represents a strategically important step for Bayer Vital, one that involves high technical complexity, tight deadlines, and immediate business relevance. During this phase, the professional and dedicated support provided by Sycor proved to be a key factor in the project’s success. The collaboration was characterized by shared responsibility, a high level of technical expertise, and a strong customer focus.

Early involvement in the UAT phase – accountability from the start

Sycor was brought into the project at an early stage, during the user acceptance testing phase in December 2025, and took on active responsibility from the very beginning. The team worked closely with the internal project managers, carefully validated test results, and provided structured feedback. Critical issues were addressed early and proactively, and Sycor supported the phase with a consistent focus on the impact on users and the stability of the overall system. This early involvement created transparency, strengthened trust, and laid a solid foundation for a successful go-live.

Go-Live & Hypercare – Stability During a Dynamic Phase

In the run-up to the go-live in February 2026, which was marked by intense operational activity, Sycor Support played a crucial role at both Level 1 and Level 2, with a seven-person team providing high availability and a strong presence. “Through proactive escalation of critical issues, creative yet pragmatic solutions, and consistent follow-up on open items, we were able to achieve noticeable stabilization in the first week after go-live with the help of Sycor support, which was further consolidated in the following week,” said Fang Ley, Head of Company Management at Bayer Vital and Project Lead of the Vault CRM Migration Core Team. “Crucial for us: despite the migration, our operational business remained fully functional throughout.”

Attitude & Humanity – More Than Just Technical Support

“What we value most about the Sycor team, aside from their technical expertise, is their attitude and empathy. The team members supported the project and the users with genuine empathy and demonstrated a deep understanding of business priorities as well as the requirements of the various stakeholders,” said Fang Ley. Ali Sahbaz, Service Manager for Bayer Vital at Sycor, echoes this sentiment: “We always focus on the big picture rather than limiting ourselves to simply processing individual tickets. During a demanding hypercare phase, personal and direct accessibility is of great importance and serves as a key stabilizing factor for the entire project.”

Sycor Successfully Supports the Veeva Vault CRM Migration at Bayer Vital — Ali Sahbaz, Service Manager, SYCOR GmbH

User Enablement – Stability Through User Interaction

To provide targeted support to users, Sycor conducted live demo sessions led by an experienced trainer. Each session was tailored to a different user group but covered the same subject matter. By repeating these sessions, typical questions were identified early on, dynamics within the user groups were properly assessed, and the content was progressively refined. “The third session ultimately resulted in a particularly successful recording, which we now use as high-quality, long-lasting training material,” explains Fang Ley. The structured repetition of the content led to a significant learning curve and a noticeable increase in competence among the user base.

Transparency & Manageability – Realistic Assessments as a Key to Success

“Above all, we would like to thank Sycor for their transparent and realistic assessment of the situation during the hypercare phase. The Sycor team clearly communicated how the volume of tickets was developing, openly assessed their own workload, and provided reliable forecasts for the coming days. This transparency enabled us to allocate resources efficiently, manage costs effectively, and communicate clearly with management and stakeholders. Additionally, resources could be flexibly adjusted so that requirements were met in the best possible way at all times,” says Fang Ley, summarizing the Sycor support during the migration to Veeva Vault CRM.