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EMD Serono

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Customer 

EMD Serono is the biopharmaceutical division of Merck KGaA, the oldest pharmaceutical and chemical company in the world with a history spanning more than 300 years. A recognized leader in the biopharmaceutical arena, Serono integrates cutting-edge science with unparalleled patient support systems to improve patients’ lives. Their objective is to create value and benefit to patients by transforming medical science into breakthrough solutions in core therapeutic areas of neurodegenerative diseases, fertility and metabolic endocrinology.

Challenge 

The company wanted to improve customer/patient satisfaction by reducing response times, simplifying processing flows and delivering timely customer information. The company also wanted to improve support for sales by streamlining activity reporting for sales representatives, providing more complete data capture and improving support for sales processes. The company uses multiple technologies presenting an application and data integration challenge. These include Siebel Call Center, for managing all customer inquiry and customer support activities (inbound and outbound tele-web), Siebel Sales and Salesforce for sales and marketing functions, as well as a custom data warehouse managing the integration of various data sources to provide reporting.

Solution 

Eagle Creek’s focus on customer facing technologies and our U.S. Onshoring model enables Serono to draw on a consistent pool of consulting and technical expertise. Eagle Creek teams continue to provide support and application enhancements promoting flexibility, reducing costs, increasing speed to market and improving quality.

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