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DATA

Bridging the CRM gap

Increasing customer satisfaction and revenue with a unified platform.

Client Objective

Architecting a better experience. A large provider of medicines, pharmaceutical supplies and health information technology (IT) products and services had gone through some organizational shifts. The result? Different yet redundant CRM (Customer Relationship Management) processes and technologies. They dreamed of one unified technology foundation that would put them on the road to better serving customers and increasing revenue.

Unique Challenge

Who is holding the map? But change sometimes brings pushback. The team faced tough decisions on technology rationalization. Many were resistant to change as each business unit was comfortable in their current technology and business processes. But key gaps in their organization remained and filling them is what they all needed to move forward in the right direction.

Bespoke Solution

Strategy paves the way. Unify provided a people-first, metrics-driven approach to understand the current state, assess, and rationalize the sales processes, and identify what it would take to get to the unified future state. Key stakeholders were included throughout the project to build alignment and buy-in. The team built a roadmap balancing user experience and reducing technical debt throughout the implementation.

Proven Impact

A platform built for the future. Unify Consulting team supported the various business teams in the successful analysis and readiness of a single platform environment.  The new environment was designed to optimize the business experience while balancing a manageable number of customizations. The stakeholders were engaged throughout, were aligned on the solution, and became strong champions of the change.

 

To learn more about Unify’s proven impact and custom solutions, contact us today.

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