Iqvia

  • Pharmaceutical industry
  • Master data management
  • Product repository

Born from the merger of two companies, IQVIA is a US multimation, providing biopharmaceutical development and commercial services, mainly focused on clinical trials.

Client

IQVIA was born from the merger of two companies: Quintiles and IMS Health .. IQVIA is a US-based multinational serving the combined industries of health information technology and clinical research. It provides biopharmaceutical development and commercial outsourcing services, mainly focused on Phase I to IV clinical trials and laboratory services and related analysis, including consulting services. They have a network of more than 50,000 employees in approximately 100 countries. In 2017, IQVIA was reported to be one of the world's largest contract research organizations.

problematic

Quintiles and IMS Health each had their own IS including CRM on "SalesForce", CSM on heterogeneous technologies and different ERP (one SAP and the other PeopleSoft).

During the merger of 2 companies, IQVIA launched a project to set up a CRM and CSM tool on a single platform in order to pool all Customers and prospects in a single, centralized tool

  • How to ensure that the customer's repository data is unified?

Solution

To address this issue, IQVIA asked Apgar Consulting to implement a MDM solution for Customer data based on Orchestra Networks EBX technology.

Hence, the Customer MDM project was set up in parallel with their CSM and CRM project. The objective of this solution was to create a unification of the notion of Customer between CRM, CSM and 2 ERPs (SAP & PeopleSoft).

The project was organized around main priorities

  • Data Migration: There were a dozen systems (CRM, CSM, ERP) dealing with customer data and the aim was to recover this information and to unify the notion of customer by the process of "Match / Merge" because many customers were in duplicate
  • The implementation of Customer Master Data Management (MDM)
  • The integration of Customer MDM with the other tools: Development of data flow interfaces between CustomerMDM and SAP and SalesForce (CRM and CSM)

Earnings

The challenge for the customer was to unify the reference data management systems and customer data. Through our involvement, IQVIA was able to:

  • Centralize customer master data management to provide unified and consistent customer data.
  • Keep customer base data management activity independent of business and financial systems
  • Define and make readable / visible the process of creating and updating customer data.
  • Improve the performance of sales teams through an operational process that benefits from this clear and efficient process of administering customer data.
  • Facilitate the future replacement of the system.
  • Steer the management of the customer hierarchy

problematic

Quintiles and IMS Health each had their own IS including CRM on "SalesForce", CSM on heterogeneous technologies and different ERP (one SAP and the other PeopleSoft).

During the merger of 2 companies, IQVIA launched a project to set up a CRM and CSM tool on a single platform in order to pool all Customers and prospects in a single, centralized tool

  • How to ensure that the customer's repository data is unified?

Earnings

The challenge for the customer was to unify the reference data management systems and customer data. Through our involvement, IQVIA was able to:

  • Centralize customer master data management to provide unified and consistent customer data.
  • Keep customer base data management activity independent of business and financial systems
  • Define and make readable / visible the process of creating and updating customer data.
  • Improve the performance of sales teams through an operational process that benefits from this clear and efficient process of administering customer data.
  • Facilitate the future replacement of the system.
  • Steer the management of the customer hierarchy