Dätwyler Gruppe Komponenten- und Lösungsanbieter für Industrie, Pharma und Datacom
Salesforce für Life Science & Pharma
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Transcript of Salesforce für Life Science & Pharma
A Journey to Success in CRM Munich, 02.07.2013 Andreas Claus Kistner EMEA Portfolio & Solution Architect
Basic facts at a glance
• Founded 1896 in Basel, Switzerland
• Founding families still hold majority stake
• Employing 82,000 people
• Currently active in 150 countries on all continents
• Sales 2012: 45.5 billion Swiss Francs
• Clear focus on healthcare
• Leadership in pharmaceuticals (#4)*
• World’s largest biotech company (position #1)* with truly differentiated medicines in oncology, virology, inflammation, metabolism and CNS
• Leadership in in vitro diagnostics (#1) and pioneer in diabetes management
• Unique innovation model
* Source: Decision Resources, Q4/2012
Our Journey
Starting point 2010
Set your strategy before you start the journey
Roche SFDC Platform history timelines
• December 2010 – Kick off APAC CRM as pilot • January 2010 – First offline mobile CRM App • February 2011: First successful restore of unintentionally deleted data within 48 h • June 2011 – go live of first non-CRM project - iHCP • June 2011 – LATAM CRM project kick off • September 2011– MI atlas kick of as first GLOBAL application • January 2012 – RE & EEMEA CRM started – core split • June 2012 –SFDC PaaS pilot program (services for ROCHE DEV, 3rd party dev
vendors, code quality & deployments) • Complete rework of UX • February 2013 – PaaS team fully operational, service catalogue set up, OLA • March 2013 –PD project has the validation requirements • April: Hub & Spoke implemented
Sharing Principle for CRM Components
Global Component Owner for • Customer Account &
Location • Merge and DCRs • Activities and TOT • Targeting • Surveys • Requests • Promotional Materials • Medical Request • TAE Management
Global Component Owner for
• Profiling
• Workflows
Global Component Owner for • Competitive Intelligence • Events Management • Clinical Studies • Samples • Events
Regional Components
• Strategic Account Planning
• HCP Aggregate Spend
• Medical CRM
EMEA APAC LATAM
Current connections from CRM to other Systems
CRM
eDetailing
cVent
CTMS
ARIBA
SAP
CDI/UCI eMarketing
MDMS
eMap
On The Road
MI Atlas
Who are the customers 2013?
Barriers to overcome
020406080
100120140160
2010 2011 2012 2013 2014 2015
# Countries/CRM
Small start and fast growth
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
2010 2011 2012 2013 2014 2015
# User
The number of applications are increasing by 100% Y/Y
CRM4U
More to come
CRM4U MSPP
Symphonie
MI altas Market Access
rMeet
STaR
iHCP
eMS PEER
TAEM
OTR CC
UNITE
Endpoint 2014
Doing now what patients need next