Pharma Order Management System Transformation

Key steps taken to optimize operational efficiency and Salesforce integration in the pharmaceutical industry.

Managing orders across diverse markets presents challenges that demanded innovative solutions. This case study explores the transformative journey in designing and implementing an order management solution tailored for multiple countries within the organization.

Teva Pharmaceutical operates in multiple countries with a diverse range of market dynamics. With a commitment to delivering innovative healthcare solutions, Teva faced challenges in its order management processes.

Teva's challenges were twofold—firstly, there was a lack of cohesion in its order management systems across various countries. The absence of real-time integration between its ERP system (SAP) and CRM platform (Salesforce) disrupted the smooth flow of information. This resulted in delays, errors, and a suboptimal customer experience. And secondly, the optimization of integration implementations responsible for communication with external services.

The primary goal was to achieve real-time integration between SAP and Salesforce, fostering a streamlined sales and ordering process. The project aimed to not only address immediate challenges but also enhance the overall efficiency, reusability, and maintainability of the existing Apex code.

Streamlined Order Management with Salesforce

Design and implementation of the order management solution were strategically focused on Salesforce. The logic within Salesforce was configured to facilitate real-time communication between Teva's ERP (SAP) and CRM (Salesforce), ensuring a synchronized and efficient sales and ordering process.

Apex Code Refactoring for Enhanced Efficiency

A crucial aspect of the project involved refactoring integration implementations responsible for communication with external services. This refactoring aimed at increasing efficiency, reusability, and maintainability of the Apex code. Dynamic conditions and process logic were introduced, providing a more agile and adaptable framework for Teva's evolving business needs.

Innovative Approach with Custom Metadata Types

To address the complexity of different business processes in various countries, the project team used Custom Metadata Types. This innovative approach effectively removed the need for further code expansion when introducing new countries with specific and complex business processes. It enabled the scalability required to adapt to changing market demands.

Coordinated Implementation and User Empowerment

The project team played an important role in task delegation and deployment management, ensuring a coordinated and efficient implementation. Comprehensive training sessions were conducted to empower end-users, and post-implementation support mechanisms were established to promptly address any unpredicted challenges.

Successful implementation of the order management solution marked a significant point for Teva Pharmaceutical. Real-time integration between SAP and Salesforce streamlined the sales and ordering process, leading to increased operational efficiency and customer satisfaction.

Refactoring of integration implementations improved the overall efficiency, reusability, and maintainability of the Apex code, positioning our client for future scalability and innovation in its order management practices.

The use of Custom Metadata Types proved instrumental in adapting to the unique business processes of different countries. This project showed a collaborative effort that laid the foundation for a more agile and adaptable order management system.