CSL Behring Improves Service and Gains Efficiency by Unifying Customer Activities
 
 

CSL Behring Improves Service and Gains Efficiency by Unifying Customer Activities

CSL Behring is a global leader in the plasma protein biotherapeutics industry. It researches, develops, manufactures, and markets biotherapies used to treat serious and rare conditions. CSL Behring manufactures its products at facilities in Bern, Switzerland; Marburg, Germany; and Kankakee, Ill. The company also operates one of the world’s largest plasma collection networks throughout the United States and Germany.

To reduce IT management costs and improve collaboration and synergy across its global operations, the company wanted to replace its legacy customer relationship management (CRM) systems to a single global platform and expand its business intelligence capabilities. It deployed Oracle’s Siebel Customer Relationship Management (Siebel CRM) and Oracle Business Intelligence Applications for Pharma to integrate customer activities on a single platform and improve business insight and collaboration, while reducing total cost of system ownership.

 
 

 
 

Challenges

A word from CSL Behring

  • “By enabling all our customer-facing departments to have access to the same data, Oracle’s Siebel applications helped us to improve our customer focus.” – Matt Shapiro, Senior Director, International Business Projects, CSL Behring

  • Break down information silos across departments―such as product marketing, sales, customer service, business operations, and medical information―that prevented effective collaboration and sharing knowledge between teams and regions
  • Consolidate legacy CRM systems and manual processes, which were costly and difficult to maintain

Solutions

  • Engaged Oracle Specialized Partner HCL to partner on the implementation of Siebel CRM and Oracle Business Intelligence Applications for Pharma to establish a unified, global CRM system for all customer activities related to the company’s biotherapeutics business
  • Completed deployments on time and under budget in more than 20 markets and eight languages, with approximately 1,000 users
  • Provided a 360-degree view of customers for sales team’s visibility into customer issues and selling opportunities that are identified by colleagues in other organizations and regions to effectively plan and coordinate client interaction
  • Enabled daily data synchronization to ensure users globally have access to the latest customer information
  • Integrated Siebel CRM with Microsoft Outlook to help representatives better plan visits with customers, including physicians and other clinical professionals, and eliminate duplication and confusion associated with maintaining multiple calendars  

Partner

When CSL Behring started looking for partners for its global CRM implementation program, the company was interested in firms that would provide outstanding services and could meet its budgetary constraints. The combination of Grant Thornton LLP and Oracle Platinum Partner HCL provided the ideal mix of local and international talent and delivered a complete spectrum of services, from design and development to training and change management.

Grant Thornton first translated the business requirements into a functional design blueprint, and, from there, HCL developed the solution prototype, provided technical design and development, performed data migration, and provided unit testing services.
 
“HCL was a key contributor to the success of our global CRM program. Its service quality and responsiveness were excellent, and the firm’s innovative global delivery model strongly contributed to an on-time and on-budget outcome,” said Paul Perreault, President, CSL Behring and program sponsor.

Working with HCL and other partners, CSL Behring built a cost-efficient, streamlined solution that is helping to optimize sales, marketing, and other customer interactions while minimizing total ownership costs.