artnology set up the CRM Service Centre for Grünenthal GmbH with group-wide user administration and campaign management.
In the German pharmaceuticals market, Grünenthal GmbH is among the largest 50 companies, with more than 360 employees in Germany alone. As an independent, German pharmaceuticals company, it concentrates intensively on the research, further development, production, marketing and sale of ethically and scientifically high quality drugs in the medical fields of pain, infection, skin and contraception.
The objective of Grünenthal GmbH was the group-wide administration of all employees, doctors and patients in a modular Service Centre, integrating its existing corporate websites. A freely configurable campaign management system was to be developed, enabling the participation of patients in multilevel questionnaires and mailings possible both by post and online.
The specification called for integration of automated workflow management to answer incoming patient enquiries, as well as an expert council, and relevant answers allocated though categorised FAQ. In addition to the comprehensive allocation of rights and privileges for roles, directory access, etc, there was a specific requirement for the integration of external systems and services (incl. CTI, ETMS and ERP/SAP systems) to validate customer data.
artnology GmbH took responsibility for the concept, implementation and support of the service centre platform for the operational site. With the help of the ATG Dynamo Framework already installed at Grünenthal, a group-wide service centre platform was developed, integrating the existing websites, thereby meeting all requirements and enabling efficient, user-friendly campaign and user administration.
Partly through fully automated processes and high levels of user comfort, artnology succeeded in providing Grünenthal GmbH with a tailored system that guaranteed minimal administration effort to achieve maximum efficiency in supporting their customers.
