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Support for countrywide roll-out in a global Salesforce solution for service
Project duration: 1 year, 8 months
Brief description
Support for the introduction of a global CRM solution for service based on Salesforce for the country with the highest turnover in the EMA region of a pharmaceutical group. The service solution includes all components, from the call center, through coordinating the field staff, to settlement in ERP. In the project, PTA provides support for planning and the conceptual design, identifying and describing the relevant business processes in dialog with all the specialist divisions involved, specifying interfaces, and supervising development. Tasks in the field of quality assurance include creating test scripts for functions and processes, and coordinating and documenting testing with representatives of the specialist divisions during system acceptance.
Supplement
As part of a detailed gap analysis and multiple process workshops, business requirements are formulated and these are prepared as user stories with the regional and global change management team for the off-shore development team. The data required for the migration are ascertained and prepared for importing. In addition, the data acceptance is structured and planned as part of test coordination. At the end of the documented tests, a test report is created. In defect management, tickets are created and followed up on and an acceptance test is carried out or coordinated. In addition, PTA supervises user and rights management for the test and training system as a template for the production environment, provides support in coordinating and carrying out end user training for the back office, including creating documents, and provides go-live and post-go-live support for SMEs and key users for the transition to routine operation.
Subject description
One major challenge is maintaining the customer's highly efficient working processes and specifying the system requirements accordingly. Mapping and documenting cross-departmental service business processes, in-house and field, in the system is an important basis for the entire organization and training courses. The system provides supports in the areas of call center, service coordination, service deployment documentation, spare parts management, claim handling, instrument handling, order management, managing measuring equipment, and managing employee qualifications, and it enables close cooperation between the sales and service departments.
Overview
- Industries pharmaceutical industry
- Specialist tasks Back-Office, BPM: process design, business process analysis, Call Center Management, customer service, Defect Management, Field Service Support, Front-Office, general IT environment, personnel planning, project management, service invoicing, test management
- DV tasks IT consulting
- System environment standard software: CRM systems
- Procedure model customer standard
- Standard software salesforce.com
Project period15.05.2016 - 31.12.2017
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
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