AmerisourceBergen Specialty Group cures customer issues with Salesforce CRM

Challenge

• Leading pharmaceutical services provider wanted a comprehensive CRM solution
• Custom .NET solution couldn’t keep pace with rapid growth and market-driven business needs
• Support for cross selling and relationship building was needed

Solution

• Considered Microsoft CRM and Siebel, but chose Salesforce CRM Unlimited Edition for its rapid implementation time, low up-front cost, and easy customization
• Salesforce.com partner Astadia helped deploy to 450 employees in sales, marketing, and customer support
• Four distinct customer service groups use Salesforce CRM Service to manage Web, phone, fax, and EDI requests
• Salesforce CRM customer portal will let physician customers review prescription and order information
• Cast Iron Systems’ solution from the AppExchange integrates Salesforce CRM with proprietary data warehouse and Baan ERP systems
• Seamlessly integrated custom solutions with salesforce.com to accept and manage high-volume, high-revenue product orders
• ExactTarget from the AppExchange helps create, manage, and measure campaigns
• Replaced local file-systems with salesforce.com’s content library
• Custom dashboards and reports can be easily generated for real-time updates
• Mobile access lets outside sales team access and update data from the road using BlackBerry devices

Results

• Central, easy-to-use system helps disparate groups share information and improve customer service
• First branded customer portal to roll out in winter ’09, expected to eventually support over 1,000 users
• Easy for divisions to adapt Salesforce CRM to fit their needs, or develop and deploy custom Force.com apps
• Real-time views of key business metrics support fast decision making
• Released the company’s first public Web site built on Force.com Sites technology in August 2009