Global Biopharmaceutical Leader

Accelerated Growth with a Fresh Approach to Customer Experience Management

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SAP® Solutions

SAP Service Cloud integrated with SAP ECC, OpenText, Cisco Cloud Telephony, Email and Fax. SAP Sales Cloud - Account and Contact Management

Project Description

Rolling out a system for OTC-Customer Service process access for the customer’s European customer service centers.

SAP Service Cloud and SAP Sales Cloud were implemented and integrated with the organization’s SAP ERP solution.

The project also involved integration with Cisco-CTI, Email, and fax servers for customer interaction, ERP Cockpit for Account 360 view, customer interactions in local languages, and much more.

Supporting Patient Communities

Advancing Positive Change in the Life Sciences Community

This Knack Systems customer is a global biopharmaceutical leader focused on researching, formulating, and administering original drugs for patients with life-threatening diseases. Their drugs are helping thousands of patients across the globe as the company aims to enhance the health outcomes of communities overly impacted by serious diseases.

Uncovering Innovative Alternatives for Patients with Health Disorders

The avant-garde solutions of this pharmaceutical company have helped the brand to build a sustainable pipeline of potential therapies. The brand wanted to shift to a more dynamic Order to Cash (OTC) process - at the heart of the distribution model - to enable further expansion of its business into specialty pharmaceutical products.

Delivering the right medicine to the right patient at the right time to achieve the best outcome

The bio pharmaceutical company engaged Knack Systems to implement SAP Service Cloud and SAP Sales Cloud to enable four customer service operations in 22 different markets, in 14 different local languages, in two different geographical regions to efficiently manage the OTC process. Equipped with the latest technology solutions, the company has been able to establish a standard customer service process across all their products and markets and realize better visibility and compliance with customer service support SLAs.

With the service and sales solutions in place, the company has been able to perform efficient tracking and fulfillment of the orders received and also easily access the entire database of 100,000+ customer and 2000+ product entries in real-time, including order status checks, credit status checks, and billing documents. In a situation where regulatory changes are frequent, the newly adopted technology is helping their teams be updated on a timely basis through seamless integration with Telephony, Email, and Fax for call routing and auto work assignments. The company is also benefiting from the improved collaboration that has been established among all their customer service centers.

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