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case study

Providing Operational Support for Global Master Data Management (MDM) Implementation

DefineRight supported the implementation of a Global Master Data Management (MDM) system for a mid-sized global pharmaceutical company. By improving data integration, governance, and operational processes, DefineRight played a critical role in enhancing customer data quality and streamlining onboarding across multiple regions. Our support enabled faster CRM enablement, standardized data processes, and consistent stakeholder engagement for long-term success.

About the Customer

The customer is a mid-sized global pharmaceutical company focused on addressing unmet medical needs. With strong footholds in both developed and emerging markets, the organization is committed to innovation in therapeutics and is undergoing a comprehensive digital transformation to strengthen commercial operations.

the Challenge

  • Inconsistent customer data across countries.
  • Difficulty managing large volumes of customer records.
  • Poor data quality in specific regions.
  • Slow turnaround times for enabling new customers in the Customer Relationship Management (CRM) system (average 5 business days.
  • Lack of data governance and integration across different platforms.

DefineRight Solution

Data

Data

  • Improved data integration, enhanced data quality, and governance protocols for HCP/HCO master data.

People

People

  • Provided training, support, and documentation to affiliates and internal stakeholders.

Process

Process

  • Standardized customer onboarding workflows and operational support mechanisms across regions.

Technology

Technology

  • Supported the migration to Veeva Network and conducted system testing and validation.

Outcome

  • Improved Data Quality: The accuracy of customer data, particularly in regions previously affected by inconsistencies, was improved significantly.
  • Faster Customer Onboarding: The time to onboard new customers in the CRM system was reduced from five business days to 7 to 8 hours.
  • Standardized Processes: Customers now have a standard way of managing customer data across countries, reducing the number of records, and improving the efficiency of CRM processes.
  • Operational Support: Our ongoing support ensures smooth day-to-day operations and troubleshooting for affiliates, allowing them to focus on their core business functions.

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