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 Efficy since 2013 to strengthen its relationship with its consumers and get to know them better.

The choice of 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.

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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