Case study
Pharmaceutical
Enterprise Solutions, Salesforce
360°
Unified Patient View
The Challenge
Patient communication and service operations were fragmented across multiple systems, creating data silos, inconsistent records, and zero end-to-end visibility.
Disconnected Salesforce CRM, EHR, and partner platforms forced manual workarounds and delayed patient support and case resolution.
Legacy customisations, technical debt, outdated managed packages, and complex integrations inflated maintenance effort and slowed every release.
Our Solution
Consolidated patient data and communication channels into a unified Salesforce Service Cloud platform delivering a 360-degree patient view and streamlined case management.
Modernised the Salesforce ecosystem, cutting technical debt, optimising Informatica integrations, hardening security, automating CI/CD, and retiring legacy customisations.
Executed platform modernisation across data migration, archival, API integrations, release optimisation, and enhanced partner connectivity.
Business Impact
Delivered a unified patient engagement platform with centralised data, faster case resolution, and a materially better patient experience across channels.
Increased platform performance by reducing technical debt, streamlining releases, strengthening security posture, and modernising legacy components.
Enabled scalable, future-ready CRM operations through optimised integrations, automated deployments, and stronger governance and visibility.
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