Pharma distributor transitions to Salesforce CRM

AmerisourceBergen Specialty Group, a distributor of specialty pharmaceuticals, has turned to Cast Iron Systems to help deploy its new Salesforce CRM system.

Salesforce CRM will be used in three of AmerisourceBergen Specialty Group's distribution divisions: ASD Healthcare, Besse Medical and Oncology Supply. With the Cast Iron Integration Solution, AmerisourceBergen Specialty Group's corporate data warehouse will be directly connected to the Salesforce system. Employees using the new system will be able to access real-time data from the warehouse, which is expected to improve performance in AmerisourceBergen Specialty Group's e-commerce-enabled call centers.

“They [AmerisourceBergen Specialty Group's customer service associates] now have the information they need when they need it to immediately process customer requests and rapidly solve issues,” said Greg Glaser, program manager for CRM solutions at AmerisourceBergen Specialty Group, in a statement. “We're pushing about 100,000 record updates in just a few hours a day through Cast Iron into Salesforce CRM, and the associates know they can trust the quality of the data.”

Glaser noted that speed of deployment and ease of use also were selling points for Salesforce and Cast Iron. With other employees able to manage AmerisourceBergen Specialty Group's customer support efforts, the company's high-level data architects are free to focus on more strategy-driven projects.

“Having immediate access to reliable business information is key to sustaining high performance and productivity over time for sales and customer service representatives,” added Ken Comee, CEO, Cast Iron Systems, in a statement. “AmerisourceBergen Specialty Group recognized the speed, simplicity and flexibility inherent in deploying the leading solutions in CRM and integration.”