Business Context
A leading Pharma Company with over 1,400 field force members required an end-to-end CRM solution to automate processes such as planning calls, tracking daily customer visits, issuing samples, and monitoring the sales team to improve efficiency and productivity. Additionally, the client sought near 100% automation of travel expense management for the field force with minimal manual intervention.
Challenges Faced
The client faced several key challenges, including:
- -Lack of a Comprehensive Solution: No single solution met all their CRM and travel expense automation requirements.
- -Manual Travel Expense Calculation: A complicated process for travel expense computation that relied on manual efforts, leading to errors.
- -Limited Vendor Support: Slow assistance and limited customization capabilities from their existing CRM vendor.
Our Solution
We implemented our CRM product, which includes 12 modules, to address the client’s comprehensive requirements. This provided them with a unified solution for all their CRM and travel expense needs.
Key Steps Taken
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Customization for Travel Expense Management: Automated travel expense calculation for all levels, including zonal managers and above. Ensured adherence to the standard fare chart with no deviations. The system considered all possible route combinations to calculate applicable fares and allowances. Integrated the MR’s standard route plan into the manager’s plan, with provisions for additional routes. Integrated Google Maps to build fare charts.
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Process Mapping and Customization: Conducted a thorough study of the client’s travel expense computation processes. Customized the modules to align with their business requirements, particularly for T&E-related data capture and computations.
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User-Friendly Enhancements: Added intuitive and user-friendly reports. Configured modules for Master Data Management, Monthly Call Planning, Daily Call Reporting, Sample Management, Leave Management, Travel and Expense Management, Dashboards, Notifications & Alerts, and Corporate Communication.
Phased Rollout and Training
The solution was rolled out in phases with well-defined training sessions conducted at regular intervals. The application support team was strengthened to ensure efficient resolution of tickets within target turnaround times.
Benefits from Our Solution
The client gained several significant benefits, including:
- -Error Elimination: Automation eliminated errors associated with manual travel expense computations.
- -Real-Time Data: Quick data capture from the field enabled accurate, real-time report generation for analysis and planning of corrective actions.
- -Unified Solution: A single solution that met all their needs reduced application administration costs and streamlined vendor interactions.
- -Enhanced Reporting: Unique “one-click” reports enabled better decision-making and operational efficiency.