ATTENTION. ALWAYS.

Implementation of Cloud Migration and Support Services for a Middle East Pharma Giant

With its headquarters in Jeddah, our client is the leading and fastest growing retail pharmaceutical company in Saudi Arabia. They manage and operate a nationwide network across 125 cities and villages and have a customer base of 4.5 million users across the Kingdom.

The retail pharma company used On Premise Siebel CRM Solution which was an expensive legacy system. When they viewed a cloud transition, the user adaptability was a challenge. Many customizations where required to resonate with the business complexities, since the On Prem system was used for many years.

Business Challenges :

There was no single consolidated platform for various internal teams like Warehouse Team and Supply Chain Management Team to handle all their processes. The existing On Prem Siebel solution catered only to Retail end customers.

Technical Challenges

The existing On Prem Siebel CRM solution faced issues that any typical On Prem solution faces. Maintenance and System Upgrades posed the biggest challenge as the resulting server downtimes impacted the customer’s retail business. Any small change would take a long time to reflect since there is a rigorous process of development, compilation and deployment of SRF to production.

ABOUT THE CUSTOMER

CHALLENGES

SOLUTION The customer approached Aspire for a low cost, feature rich solution. As a part of the Aspire’s cloud-first strategy, we recommended a transition into Oracle Cloud. This overcomes customer challenges like maintenance and zero downtime, even when changes are made to the system. The changes would be made by Oracle so that our client could focus on their core business instead. We also revamped the call center application with service cloud using a framework and with open methods.

We implemented a seamless cloud adoption for the retail pharma giant and made the client reap these benefits

Business Benefits

• Provided a single consolidated cloud platform which catered not only to retail end customers but also for internal teams like like Support, IT, Pharmacy, Supply Chain and Inventory Management.

• Moved the entire Nahdi solution from On- Prem to Cloud which was integrated with the BI Application and Warehouse Application.

• Enabled URL based solution , on site team also able to access solution through their mobile & Tap

• Implemented a BUI Browser UI, a URL based application, which enabled the onsite technicians to access the solution from anywhere on their Tablet and Mobile Phone.

• We implemented the BUI 3 years before the model attained maturity.

• SSO Integration with Active Directory for seamless access and to avoid multiple logins for different applications.

Integrations

Integrated their existing HR System and Warehouse Systems using Cron Jobs.

Integrated the HR system with BI intelligence tool which allowed the employees to manage their Leave, Payroll, Vacation and Travel allowances online.

CTI integration using Genesys Purecloud configurations & API’s for their call center solution.

Support services for Building maintenance which included tracking of contractor information and the complete process of building maintenance.

Key Takeaways

• Implemented Call Center Solution.

• The support function was driven by a CTI integration with CRM systems which lead to a 360 degree customer view .

360 degree customer view

The support agent is powered with customer details like Name, Product Purchased, Conversation History, Support Status, Issue Complexity. This helps the agent greet the customer with his name, identify his needs and continues from his previous conversations and thus makes him a happy customer.

• The application developed for end users is now extended to be used by the internal employees as well.

We helped the client:

Customer benefits using cloud application through desktop, laptops and also through Mobiles.

Customer is benefited to overcome delay in system upgrades process.

Established call center application.

Zero maintenance.

Reduced lot of cost in terms of maintenance & Hardware

RESULTS AND ROI

Best Practices

• Implemented the solution as much as possible with standard available configurations.

• Phase wise solution implementation

Aspire Systems is a global technology services firm serving as a trusted technology partner for our customers. We work with some of the world’s most innovative enterprises and independent software vendors, helping them leverage technology and outsourcing in our specific areas of expertise. Our core philosophy of “Attention. Always.” communicates our belief in lavishing care and attention on our customer and employees.

www.aspiresys.com

ATTENTION. ALWAYS.

For more info contact info@aspiresys.com or visit www.aspiresys.com

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