MedTech provider rethinks customer interaction.

A leading manufacturer of medical technology aims to completely re-imagine their approach to customer interaction in sales, service and marketing. The company is looking to transform its organization towards a set of harmonized business processes based on the Salesforce platform.
Capabilities in charge

Digital Customer Transformation, Salesforce

Case: Medical Manufacturer

The Insight

Our client’s challenge is to fully transform their organization and harmonize the business processes. Additionally, the newly introduced digital support solutions must be fully integrated into the existing system landscape. The adaptation to the go-to-market models and the change in the organizational setup are challenges in itself - but they also require cultural and operational changes from employees.

Our Impact

We will support our client’s transformation over the course of several years, by defining the Future State Model, harmonizing business processes across 23 countries and implementing a sales, service and marketing solution closely following Salesforce standards. We apply constant change management through all stages to achieve a high level of user adoption and a successful digital business transformation.

 

Our client strives for a broad transformation of their customer interactions, and our CRM solutions are their most important enablers.

 

Steffen Legler, Deloitte Digital Partner

The Process

The project will be a tremendous effort for the organization to adapt its go-to-market models, change its organizational set-up and introduce new digital support solutions.

Facts

The Facts

23

countries

4

Deloitte Service Lines

1

digital business transformation

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