Merck Médication Familiale is a French branch of the Merck group. It belongs to the “Consumer Healthcare” Division, which is responsible for developing and marketing the group’s self-medication products.

It caters to health care professionals, who are at the heart of the company’s value chain. Merck Médication Familiale has trusted E-Deal CRM by Efficy since 2013 to strengthen its relationship with its consumers and get to know them better.

The choice of E-Deal CRM by Efficy

The CRM solution enables Merck to answer medical questions, track them and link them to a product knowledge base. It also offers a comprehensive FAQ which is updated on a regular basis in order to guarantee consistency in the answers provided to consumers.

The software solution enables users to process requests whatever the channel: phone, e-mail, forms on the websites of the different brands, etc.

E-Deal CRM by Efficy was customised and adapted to meet the needs of a visually-impaired user so as to enable this employee to work independently on the management of requests via the dashboard. To achieve this, the software solution was interfaced with a speech synthesizer.

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