Grünenthal CRM service centre

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.

• Java 2 Enterprise Edition (J2EE)
• ATG Dynamo Framework
• Oracle DBMS
• Modular, scalable CRM call centre for group-wide administration of user data
• Campaign participation of patients through questionnaires, both by post and online. Centralised data storage of patient information
• Archiving of process-relevant data to generate patient assessments, across both medical conditions and platforms
• Multilevel, automated mailing processes with Lettershop integration
• Comprehensive allocation of rights and privileges for roles, access rights, etc. and configurable hierarchical succession of rights
• Generic integration of external databases/systems/web services, as well as import/export interfaces to several back end systems