Pharmaceutical product manufacturer Teva, with its ratiopharm brand, choose training by Sycor for its CRM harmonization

Individual CRM training in Austria, Germany, and Switzerland

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.

Hypercare and local admin support

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.