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.
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 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 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.
After a six-week transition and test phase, Sycor 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, 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 third-line service partners.
"We needed a trustworthy new model for second-level support to guarantee quick and competent assistance for our users."
Thomas Weckman, Regional Commercial Excellence Director - Western Europe & Canada, Mölnlycke Health Care
In addition, the support team from Sycor 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.
For Veeva CRM rollouts in new markets, Sycor 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 multi-channel activities, Sycor 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.