Implementing CRM / SFE in Multi-Countries

Business Context

A Pharma MNC wanted our SFE/CRM product to be implemented in multiple countries.

Challenges

There were several challenges that needed to be handled:

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  Multi-language Support: Apart from making the product support multiple languages, there was the task of getting the right translations from the client.

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  Scope Creep: The variation in requirements from country to country had to be handled.

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  Training: End users were not proficient in English, so training them from our end was difficult.

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  Data Migration: Getting the data in the required template.

Each of the above had to be handled by our team with great support from the client for a successful roll-out.

Our Solution

The methodology that we adopted to mitigate the challenges were:

Multi-language

The application itself had to go through modification to handle multiple languages:

• -Implementation of XML files for alert messages.
• -Implementation of REST files for captions.
• -Specific culture had to be set for different regions.

Translations from the client:

• -The project owner had to understand the application.
• -The project owner at the client end had to understand the context of the captions and the alerts.
• -After implementing the translations, the client had to go through it once to make sure there were no misunderstandings.
• -Corrections were made based on the findings.

Scope Creep

Each country had its own practices/requirements to be implemented. To handle this:

• -We mapped requirements vs existing functionality, and changes were dropped if the existing functionality was a near match.
• -Flexibility in terms of the data model was implemented to handle client-specific requirements for hosting, etc.
• -Large important variations from existing functionality were listed and prioritized. Based on urgency, these were developed and released in a phased manner.
• -Variations that were deemed “nice to have” were dropped altogether and were considered for future updates.

Training

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  The language barrier meant we could not train the end users directly.

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  A series of training sessions were held for the trainers in the company.

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  Key presentations were prepared in English and given to the trainers, who then translated and used them for their sessions.

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  Computer-Based Training (CBT) was also provided so the trainers could get comfortable with the system.

Data Migration

Getting the right data in the right template meant the following process:

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  The template had to be explained clearly with a set of written instructions.

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  Mandatory data for the system was not available in all the countries. The template was shared at the beginning, allowing data collection from field users.

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  Some countries were migrating from another system, so the required data was not available in the necessary format. Assistance was provided to resolve this.

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  Since the data migration depended on field users, constant follow-up from both our team and the client’s project owners was required.

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  An ETL process was implemented to get the data into the database.

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  The application was tested with the data to ensure proper functionality.

Benefits from our Solution

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  Faster and successful implementation meant that the benefits from the new CRM came in quicker.

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  Customization was kept to manageable levels, which helped in keeping to the timelines and reducing errors. Our flexible approach to customization meant that the company got all the needed functionalities.

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  Local language adoption helped in achieving good reporting compliance.

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  The solution helped in better planning and execution of field activity.

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  As a result of this implementation, productivity improved significantly.