Case Study: Ireland-based Global Pharmaceutical Firm achieves a unified worldwide CRM platform and $1.5M annual savings with Cognizant

Pharma Giant Deploys a Unified Worldwide CRM Platform

An Ireland-based global pharmaceutical firm faced fragmented customer engagement: nine disparate CRM systems across 53 countries in EMEA, LATAM, Canada and APAC. The lack of a single, harmonized platform was hindering sales, service and marketing alignment and compliance across markets.

Cognizant led a multichannel transformation—business process redesign, change management, business continuity planning, CRM consolidation and a Digital Content Factory for content migration—to deliver a unified global CRM in 10 months. The new platform enforces market- and country-specific compliance, creates “One Business Language” for sales reps and drives measurable savings: $1.5M estimated annual savings, 10–15% lower IT effort and a 30% reduction in agency costs.