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.
13,500 customers and more than 330,000 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.
Efficy reporting is highly appreciated by our employees
Client Vision in a nutshell: peace of mind. We have reached our cruising speed. Efficy has grown a lot over the last few years, it is a genuine partnership.
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.