Biogen - multichannel CRM system

Biogen Idec develops, produces and sells biopharmaceutical products, based on recombinant DNA technologies in particular. With a research centre in Cambridge, Massachusetts (USA), production facilities in America and the Netherlands and a global sales organisation, Biogen currently employs more than 2,000 people. The company concentrates its research on the development of innovative products in the area of multiple sclerosis, inflammatory, respiratory, kidney and heart diseases, as well as genetic therapy.

The specifications called for the development of a service centre platform integrating the Vignette Storyserver CMS system related to the medical area of multiple sclerosis, which was also to be designed as a basis for the online portal with open and protected areas. Access to sensitive content was to be restricted to selected user groups, whereby – in addition to a configurable, client enabled authorisation – the existing infrastructure and content templates in particular were to be integrated. Focus was on the integration of the global Biogen Siebel CRM system, using an asynchronous interface.

artnology GmbH took responsibility for the entire concept, implementation and support of the CMS-based service centre platform for the operational site. All dynamic functions, such as registration, user data management, authorisation, etc were displayed with the help of abaXX, a component-based framework, while the Vignette Storyserver Content Suite took care of the caching and content delivery. Key components were the high performance and scalable 3-layer MVC architecture, the full administration authorisation components and the configurable import interface to the global Biogen Siebel CRM system.