West Pharmaceutical Case Study
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Transcript of West Pharmaceutical Case Study
Scribe Software and West Pharmaceutical Case Study
West Pharmaceutical first deployed the Microsoft Dynamics® CRM platform to integrate customer
and material master data from multiple ERP systems into a global CRM system. The next key
technical challenge related to the company’s two SAP® ERP instances—one for North America and
one for Europe/Asia. The systems relied on different data schemes, and West needed to ensure
data from both could flow into the new CRM platform—where internal personnel could then access
a harmonized view of all company activity. West also needed to tie in data from its two customer
complaint systems—TrackWise® by Sparta Systems and SAP®.
COMPLEX INFRASTRUCTURE REQUIRES AUTOMATIC MAPPING West partners with thousands of customers
for whom it provides thousands of different
products. With so many customers separated
into hierarchical sub-accounts, connecting data
between Microsoft Dynamics® CRM, SAP® ERP,
and TrackWise® presented a complex integration
task. West efficiently solved the challenge
through Scribe and SAP Process Integration (PI).
SAP PI receives data from both SAP® ERP systems
and TrackWise®. Scribe connects with SAP PI and
automatically maps the data to the appropriate
data fields within Microsoft Dynamics® CRM.
SCRIBE SOFTWARE STREAMLINES THE DATA FLOW PROCESS Scribe provides West with all the required
integration functionality, including an interface
that checks all the entities in Microsoft Dynamics®
CRM and automatically connects each entity
with the data from the two SAP® ERP systems. By
routing the ERP data first through SAP PI, West
can then leverage Scribe to map the data through
one master set. Scribe immediately transferred
all historical customer and product data for
West and now efficiently processes 250 delta
record changes on average per day, without any
intervention from internal resources.
WEST PHARMACEUTICALLionville, Pennsylvania www.westpharma.com
ABOUT WEST PHARMACEUTICAL West Pharmaceutical (NYSE:WST) applies proprietary materials science, formulation research, and manufacturing innovation to advance the quality, therapeutic value, development speed, and rapid availability of pharmaceuticals, biologics, vaccines, and consumer healthcare products. Pharmaceutical companies, as well as biopharmaceutical and medical-device firms, around the world rely on West for standard-setting systems and device components for parenterally-administered medicines. The company supports partners and customers from 50 locations throughout North America, South America, Europe, Asia, and Australia.
“ By relying on Scribe to transfer all customer and product information from our two SAP ERP instances into Microsoft Dynamics CRM, we now have a unified view of all key master data elements
across the globe.”- Anil Nair, Director, SAP Technical Services, West Pharmaceutical
West Pharmaceutical
Integrating SAP® ERP with Microsoft Dynamics® CRM Creates Unified View of Business Activity
© 2015 Scribe Software. All rights reserved. All other trademarks are the property of their respective owners.
Scribe Software Corporation 1750 Elm St Ste 200 Manchester, NH 03104, USA p: 1.603.622.5109 f: 1.603.622.3862 [email protected]
EMEA Office Scribe Software BV Bezuidenhoutseweg 161 2594 AG Den Haag, NLD phone: +31 (0) 70-8200322
CHALLENGE: MAP VARYING DATA SCHEMES TO CRM
• Transfer data from two SAP® ERP
instances and the TrackWise® customer
feedback platform into Microsoft
Dynamics® CRM.
• Create consolidated, unified views
of all global customers and product
information flowing from two ERP
systems with different master data
schemes and business processes.
• Integrate ERP and customer feedback
data within the CRM platform so internal
personnel can provide services to customers armed with accurate, real-time information.
SOLUTION: SCRIBE AND SAP® PROCESS INTEGRATION • Sends SAP® ERP and TrackWise® information automatically to Microsoft Dynamics® CRM data fields.
• Sets the stage for planned two-
way integration for uploading
sales quote information from
Microsoft Dynamics® CRM into
SAP® ERP.
• Provides blueprint design for
planned integrations with
different ERP vendor platforms
leveraged by other company
divisions.
• Offers simplified technology that
enables self-teaching among the
internal staff.
RESULTS: UNIFIED VIEWS ENHANCE CUSTOMER SERVICES • Simplifies complex data integrations to enable fast-track deployments for connecting ERP and CRM
systems with each other and any other software system.
• Streamlines upgrades by eliminating the need for code modifications.
• Provides real-time, unified view of information to help personnel more effectively service customers.
• Reduces support costs by lowering dependency on outside consulting services.
• Uploads daily updates automatically from ERP into CRM without business interruptions.
• Streamlines future migration of Microsoft Dynamics® CRM to the cloud.
Scribe Software allows West Pharmaceutical to transfer customer and product information from SAP® ERP (above) into Microsoft Dynamics® CRM to create a unified view of all key master data elements, which helps personnel service customers more effectively.
“ Scribe automatically reads data and builds the mapping based on the business process. This accelerates our system integrations considerably.” - Anil Nair, Director, SAP Technical Services, West Pharmaceutical