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CLIENT CASE STUDY


Vitrolife: CRM cloud solution

Discover how Accenture helped Vitrolife implement a cloud-based customer relationship management (CRM) solution to manage its growing business needs.

Overview

 

With a growing number of clients around the world, life sciences company Vitrolife wanted to develop unified communications by standardizing processes across its global sales organization.

To reduce the company’s IT costs and enhance business opportunities and competitiveness, a customer relationship management (CRM) system was deemed the optimal solution.

After evaluating a number of vendors, Vitrolife selected Accenture to implement the Oracle CRM On Demand solution, based on our field-tested expertise in implementing cloud-based solutions and Oracle applications.

Accenture managed the project lifecycle of planning, analysis, design, building, testing and deployment of Vitrolife’s Oracle CRM On Demand solution.


Opportunity

Vitrolife is a global life sciences company specializing in biotechnology and medical devices, with additional business activities in the areas of fertility and stem cell therapy.

With headquarters in Sweden and subsidiaries across Europe, the US, Asia, and Australia, Vitrolife recognized the need for standardized processes and streamlined communications. These, however, were frequently hindered by the use of separate CRM systems or, in some cases, a lack of any CRM resource.

With a small IT department in Sweden supporting the global IT needs of the organization, Vitrolife’s growing business activities placed a heavy demand on its IT resources. 

To meet these growing demands, the company sought an affordable CRM solution and chose a cloud-based approach for its flexibility and value
Vitrolife’s growing business activities placed a heavy demand on its IT resources.

Solution

Accenture employed its Accenture Delivery Methodology (ADM) for the project. This methodology allowed Accenture to fully manage the project lifecycle of planning, analysis, design, building, testing and deployment of Vitrolife’s Oracle CRM On Demand solution.

Accenture performed the implementation in several succinct phases. The analyze-design-build-test phases were completed within 12 weeks. The next phase automated all marketing functions and aligned sales with marketing for enhanced targeting of Vitrolife’s existing and prospective customers.

The speed and accuracy of the implementation further demonstrated the flexibility and value of cloud-based software-as-a-service (SaaS) solutions.

After building the cloud-based system, conducting user analysis testing and fixing defects, Accenture supported the training of ‘super users’ to assist them in leading and managing the new system independently.

This was followed by go-live support for each of Vitrolife’s geographic subsidiaries, highlighting Accenture’s commitment to the success of the project from end-to-end.

Results

Due in no small part to Accenture’s successful deployment of Oracle CRM On Demand, Vitrolife has been able to build many CRM capabilities for the first time, with the following benefits:

  • Enhanced customer service

  • Common sales process globally

  • Smoother administrative operations for sales enablement

  • Lower IT infrastructure cost with enhanced efficiency

The new cloud-based solution has enabled significant enhancements to be made to all of Vitrolife’s customer relationship and marketing initiatives.

The company now has the ability to reuse sales information for improved targeting of leads and prospective clients, and has transformed its campaign follow-up activities by being able to gauge and measure the effectiveness of its marketing campaigns and initiatives.