What counts for harmonizing the CRM landscape in a company? Aside from selecting and implementing the software, user training is crucial for project success. That is why the pharmaceuticals company Teva with its ratiopharm brand in Germany and the Mepha brand in Switzerland chose training and support from SYCOR mbs GmbH for its rollout in the DACH region. Sycor also provided training for the introduction of a new telephone system in Customer Care.
The group initiated a CRM harmonization to ensure that all Teva business units work with the same CRM system – a solution from Veeva Systems specific to the pharmaceuticals industry. Training the users was on the agenda after implementing the software. Here the companies in the DACH region were combined into regional groups and trained by Sycor. In selecting a suitable training partner, the company emphasized several years of industry knowledge in addition to Veeva expertise. "Ultimately Sycor convinced us with a coherent concept, which it implemented successfully," explains Tobias Schleicher, Senior Project Manager and in charge of the digital backbone at ratiopharm.
One of the project challenges was to provide practical, target-group-specific training for more than 470 users. Both back office and field operations employees in the various business units as well as Medical Science Liaison Managers received face-to-face training according to their requirements. Sycor prepared the required training documentation as well. User acceptance tests were also conducted by Sycor. Subsequently the users at the locations in Germany were trained in using the Salesforce.com interface of the Avaya telephone system and in the customer care processes.
Also crucial for the success of the project: the organization of training. For example, around 390 employees at five locations in Germany were trained within just two weeks. The administrative effort was considerable, especially given the number of employees working in different countries and at various locations. Sycor handled all organizational matters from choosing the hotels, to participant management, to settlement with a total of ten hotels.
Users received competent support in the form of floor walkers during a subsequent hypercare phase. Here Sycor provided two contact persons who assisted users with individual issues in the first few days after the system launch. Today Sycor continues to provide demand-based, high quality business application support for Veeva local admin and reporting from the Business Service Center beyond the end of the project.
"Very good communication in the course of the project and the ongoing partnership with ratiopharm deserve special mention," says Carsten Domröse, responsible for customer support at SYCOR mbs GmbH.
"Ultimately Sycor impressed us with a coherent concept, which it implemented successfully."
Tobias Schleicher, Senior Project Manager and in charge of the digital backbone, ratiopharm
Training concept, organization, and implementation as well as media preparation, testing, and user support in the course of implementing Veeva CRM for 470 users in Germany, Austria, and Switzerland
June 2016 to May 2017