Case Study

Life Sciences / CRO

Clareti are CRM, Zoho and Integration experts. A Zoho Advanced Partner with more than 20 years experince in a range of industry sectors.

How Clareti helped a CRO reduce licensing costs by 60%

+ build a comprehensive RFP process, a live sales team dashboard and predict pipeline revenue

Background

Our client, a major mid-sized Contract Research Organisation (CRO) within the healthcare services industry, manages clinical trials for major pharmaceutical companies. They had subscribed to a major CRM system for many years, but it had become a deadweight cost. The system wasn’t used by the sales team as it was complicated and inflexible, changes taking weeks to implement with support costs escalating.

The Challenge

The objective was to replace their existing CRM instance from a major provider with a robust Zoho CRM system that helped the company grow. Clareti was tasked to transform sales team adoption and reporting and simplify data entry. We should also solve how the finance teams could predict unsigned revenues and develop a robust RFP ingestion and approvals process.

The Approach

Clareti spent the initial critical part of the process by ‘describing’ the current data architecture at our client; identifying major system integrations that would be required and the Zoho applications that could provide value by replacing costly alternative legacy ones.

We analysed the existing data held by our client and planned the cleanup of this data and switchover point and planned this along with training for the relevant teams.

The complex process of the new Zoho system design was undertaken with full input from the client.

Clareti Process

1.

Created a CRM system that became the system of record for new and existing clients with Outlook® and Teams integrations enabling easy data entry from existing IT infrastructure.

2.

Designed dedicated opportunity pipelines depending on opportunity type and indication.

3.

Created new modules to manage RFPs through the triage, acceptance, review and client submission processes

4.

Developed new process for predicting and updating monthly revenues from the pipeline of opportunities

5.

Implemented comprehensive reporting dashboard to monitor all KPI trends and sales and marketing team performance and inconsistency tracking

A range of Zoho applications were utilised where appropriate. CRM and Analytics for the core customer management and reporting. Zoho Forms was particularly useful for data entry as well as Zoho Flow for integrations and Zoho Survey for client feedback.
The data switch was planned in detail with the data cleansing taking place in the existing system prior to the migration.

Results

The resultant system was fully designed and implemented within the target timescale of three months. This avoided the upcoming legacy system renewal. The system instantly became a hit with the sales and proposals teams and management. Data entry was simplified and adoption by the sales and proposals teams was fully supported.

Data migration was completed within three days, ahead of time due to Clareti’s detailed planning methodology. There was no downtime to access existing data. Training was carried out successfully with master class follow ups.

A major achievement was the cost saving of licensing, reduced by over 60% and the implementation cost recouped in less than six months of project implementation.

Sales team reporting was transformed as the live dashboard was used for sales meetings and KPI trends predicted. The finance teams difficulties in predicting unsigned revenues was solved with the Revenues module and a comprehensive RFP process with relevant approvals being well received.