Epistem boosts productivity using PrimaLink and Salesforce CRM

Challenge

• Epistem is a specialist contract research organization that works with blue chip pharmaceutical companies and biotechnology and customer care industries
• The company was using a large ACT database, which was becoming unwieldy – it was difficult to manage customer information as there was no single system for recording data
• Sales people out on the road found it difficult to access key customer information
• Epistem was growing, and when it became AIM listed, it recognized that it required more robust systems and reporting
   

Solution

• After attending some Salesforce workshops, Epistem decided that Salesforce CRM provided the right solution. It then approached Salesforce approved supplier PrimaLink
• PrimaLink assisted with the implementation and integration of Salesforce CRM, including the customisation and structuring of customer data
• Data was imported into Salesforce CRM and customised sales opportunities screens were developed
• A bespoke Sales Quoting module enabled pipeline contract research sales business to be tracked and monitored
• VisualForce was used to ensure that sales team members entered information accurately
   

Results

• Epistem now has a uniform and streamlined system for recording information around sales leads, customers and pipeline new business
• Sales negotiations and revised quotes are now more easily recorded with improved audit trails  
• Sales staff can easily and securely access key information about contacts and projects remotely, anytime and anywhere
• Epistem plans to use the new Salesforce processes in other divisions, including Biomarkers and Novel Therapies
• The company is actively investigating the future opportunities presented by the mobile version of Salesforce CRM