MEDICE Health Family’s mission has always been to bring everyone together to improve people’s health. Now 75 years old and in its third generation of family ownership, the SME wants to use its integrated health solutions to help people live and feel better. The pharmaceutical manufacturer’s vision of transforming into a digital health enabler has led it to create an integrated omnichannel platform that brings doctors, pharmacists, and patients together, giving it a holistic, 360-degree view of the needs of every customer group.
“Agentforce Life Sciences is opening up completely new ways for us to intelligently connect processes, data, and customer relationships,” says Matthias Krenz, Project Leader and Global Head of Customer Experience at MEDICE. The company has focused on continuously improving its interactions with healthcare professionals (HCPs) for more than 20 years. Most recently, this has involved a combination of IQVIA OCE and Agentforce Service.
MEDICE is now working with valantic to take things a step further, using the Salesforce platform to develop a modern, omnichannel strategy. “MEDICE is making precisely the right move,” says Dominik Mergler, Director of Customer Engagement at valantic. “It’s a bold, forward-looking step with a clear vision behind it. Agentforce Life Sciences is the key enabler for future AI use cases, and with Agentforce, we’re creating the foundations for providing intelligent support to field teams and achieving real efficiency gains.”
Our Trailblazer Matthias Krenz on
…the process of transforming into a digital healthcare enabler
“As an innovation-driven family firm, we’re hugely excited to be one of the first healthcare companies in Germany to use this platform and play an active role in shaping the digital transformation of the pharma world — always guided by our mission of improving people’s health in as many areas as possible. With the recent General Availability of Agentforce Life Sciences for Customer Engagement, we’re already working with valantic on the technological foundation for a connected customer experience. By integrating Data 360, Agentforce Marketing, Loyalty, and Agentforce Service, we’re creating a platform that combines our B2B and B2C processes and new digital health app-based business models under the MEDICE Health Family umbrella.”
…the transition to an omnichannel company
“Perhaps the most important aspect of our Salesforce transformation is the mindset shift and using active change management to ensure we bring all our MEDICE colleagues with us on our journey to becoming an omnichannel enterprise. We no longer think in terms of siloed, isolated systems or channels. Instead, we consider the relationships between people, data, and services to create experiences with MEDICE Health Family. We’ve actively pushed the cultural and process transformation forward within the company. Our marketing, sales, and medical affairs teams now work more closely together than ever before. Automated campaigns, standardized consent structures, and a new loyalty program enable us to deliver targeted, legally compliant communications to all of our customer groups.”
…Agentforce Life Sciences and customer empathy
“Salesforce gives us the freedom to be creative. Data-driven, but with empathy. We develop campaigns that generate real added value for doctors, pharmacists, and patients alike. Going forward, we want to build on this further and continuously improve. Agentforce Life Sciences and Agentforce will help us redefine the boundaries between digital and personal interaction. Our field team will be even more heavily data-driven, able to react faster, and provide more personal advice. That’s the future of pharma engagement.”
Our Trailblazer Dominik Mergler on
…deep-rooted industry expertise
“With valantic by its side as a strategic partner for digital transformation in the pharma and life sciences industry, MEDICE is redefining the customer experience. Together, we’re developing a scalable Salesforce architecture that unifies and rethinks data, processes, and channels. This should then pave the way to greater efficiency, seamless collaboration, and innovative health services. Our shared goal is to simplify processes, do away with data silos, and create a foundation for seamless customer centricity. Our job was to establish the right platform strategy to make this vision a reality. Step-by-step, transparently, and with measurable value added for everyone involved.”
…focusing on people
“Our team is guiding MEDICE through the entire transformation process from strategy development through technical implementation and change management. People are front and center throughout. Working closely with the various departments and taking an iterative approach means we can quickly validate new functions and integrate them into the workday. It’s a partnership based on mutual trust, openness, and clear objectives. We’re not just developing technical solutions; we’re designing a digital ecosystem that redefines the dialogue with doctors, pharmacists, and patients.”
