Eigen X Case Study- Sterile (Veltek)

Client Overview

Location: Malvern, PA, USA

Employees: 50-200

Industry: Pharmaceuticals - Manufacturing

Solution: Sales Cloud, Service Cloud, Marketing Automation

Go-Live Dates: On Going

Veltek Associates, Inc. (VAI), Sterile.com, designs innovative solutions to address the control of particulate and microbial contamination in pharmaceutical and biotechnology operations worldwide. VAI strives to develop meaningful technical relationships with our clients to ensure that VAI products meet, if not exceed, their unique requirements. The products from VAI’s four divisions build upon each other, making the company a full-circle, single-source supplier able to address any pharmaceutical or biotechnology contamination control requirements.​

Challenge

  • Siloed data across Marketing, Customer Service, Demand Planning, Sales, and Operations which lead to inaccurate measuring of Key Performance Indicators (KPI), poor reporting, forecasting, and demand planning. ​

  • Dispersed lead and marketing systems that did not provide uniform campaign members.  Marketing tools that captured information that was not shared with other teams within the company.​

Solution

  • Improved data governance within Salesforce.com’s Sales Cloud, Service Cloud, and Pardot to make key fields picklists and required at specific steps in the sales, marketing, and customer service business processes.​

  • Integrated master data for Accounts, Products, and Pricing between Salesforce.com (CRM) and AccountMate (ERP) utilizing Jitterbit (iPaaS).​

  • Implemented Service Cloud for several different business processes with features such as web-to-case, email-to-case, notifications, and escalations. ​

  • Configured and deployed Salesforce Marketing Automation Platform with features such as email templates, email journeys, forms and enhanced reporting capabilities. ​

Result

  • Improved adoption and usage of the system and the data across the organization.  ​

  • Significantly more uniform and accurate reporting and forecasting and measuring of KPIs across various teams.​

  • Improved demand planning, which lead to less product needing to be warehoused and stored and more Just In Time (JIT) manufacturing of needed products.​

  • Improved Customer Satisfaction and faster case closure rates with more visibility across Sales and Customer Service.​

  • Improved marketing return on investment (ROI) with higher lead to order rates and amounts.​