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CASE STUDY
Pharma order management system transformation
BY: SANDRA POSAVAC, Marketing Specialist
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.
Client background, challenges and goals
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.
Centralization: Implement a global solution within Salesforce CRM to manage all public and private sector tenders efficiently.
Efficiency: Streamline the tendering process to reduce submission time and effort while enhancing decision-making.
Visibility: Gain real-time insights into tender status, offer tracking, and competitiveness analysis.
Flexibility: Create a configurable solution capable of accommodating market-specific requirements and regulations.
Integration: Unify tendering, sales, and logistics within Salesforce to enhance collaboration and data sharing.
Project highlights
Streamlined order management with Salesforce
Apex code refactoring for enhanced efficiency
Innovative approach with Custom Metadata Types
Coordinated implementation and user empowerment
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.
Transformative outcomes
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.
