Distributor | Oracle CPQ & OSvC

Background

The client is a global leader in sourcing and distributing pharmaceutical supplies for over 30+ years in clinical trials. They’re an agile supplier with expertise in new regulations and drug demands. Their facilities are fully staffed with clinical trial supply specialists that oversee logistics and depot management.

Challenges

The client wanted to digitally transform their business due to the following challenges:

  • Lack of lead assessment & qualification process
  • Outdated applications that reduced sales performance
  • High operational costs due to manual customer service
  • Data available for everyone to see & edit without any classification
  • High network traffic & costs in CTI integration

Objectives

Based on the challenges that they had with their systems and processes, the following were the primary objectives of their digital transformation:

  • Go Digital – Reduce Clutter
  • Optimize Process – Reduce Expenses
  • Improve Profitability
  • Increase Customer Satisfaction

SoftClouds

SoftClouds was involved in the design, architecture, and implementation of the digital transformation solution using Oracle Engagement Cloud (OEC) and Oracle CPQ Cloud. The following were implemented as part of the project:

  • Streamlined & automated business process
  • Customized sales automation
  • Real-time analysis & interactive dashboards
  • Digital customer service with self-service, KM, chat & co-browse, inventory & orders
  • Leveraged sample UI templates with JET UI
  • Defined data visibility & access control mechanism
  • Integrated with external tax calculation system, Oracle CPQ & CX Mobile
  • Implemented a robust fulfillment methodology

Outcomes

After the implementation of the creative solution by the experts at SoftClouds, these were the advantages gained by our client:

  • Role-based data visibility
  • Product sync between CPQ & OEC
  • Modern ticket system with faster interactions
  • Knowledge that reduced call center operation costs
  • Cost & time savings in customer sessions with co-browsing & chat

We’re delighted with the holistic quoting implementation that leads to cash visibility. The client had complex internal and regulatory compliance processes in the pharmaceutical industry. They needed a scalable and easily adaptable solution to their global needs. SoftClouds offered them a bespoke solution tailored to these complex processes incorporating supplier negotiations while quoting customers. Quoting process visibility and metrics are readily available, win rates are higher, and users like the system, resulting in adaptation throughout the enterprise.

– Shankar Sitapati, VP Delivery