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 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.
10,500 customers and more than 230,000 users use Efficy Group’s solutions
The new system will enable everyone who is in contact with a client to have a 360° view of them.
We needed to go fast, to disrupt our teams as little as possible. E-DEAL by Efficy was able to accompany us in this transition, with a powerful, intuitive and user-friendly software suite. Having a tool which was rapidly accepted by users greatly contributed to the success of the project.
Efficy has given us global coverage, can be adjusted to meet new needs quickly and easily, and was able to adapt to the strong technical constraints of our Information System.
Implementing E-DEAL CRM at 20 Minutes forms part of a strategy to develop our relationship with our readers and micro-communities (the importance of EACH), in addition to our mass media capacity (REACH).
E-DEAL CRM helps us achieve greater tenant satisfaction. We are able to respond to their requests more consistently
Efficy reporting is highly appreciated by our employees
Efficy gives us a better traceability and a better follow-up in the management of the activity.
With E-Deal CRM by Efficy, we want to go beyond Customer Relationship. By being valuable support for business teams, the tool contributes fully to the deployment of our global strategy.
All our contract, claim and policy holder documents are in Efficy. It is very easy to find information
The Efficy CRM allows us to do credit collection in addition to improving the structure of the sales organisation
Customers have become even more important thanks to our CRM solution and our sales opportunities are very well illustrated and organized.
Thanks to Efficy CRM, we have a general control and a complete understanding of all the processes taking place in our company.
With Efficy, we created a backbone of information
We have as a project a deployment of CRM with other departments of the company, which thanks to CRM will be able to have a more focused approach on the “Customer Service Attitude"
We chose E-DEAL CRM for its multilingual capabilities. Regardless of their area of operation in the world, our sales teams now have a single interface.