Case Study: Merz Pharma achieves rapid, IT-free process changes and mobile CRM for field teams with Creatio

How Creatio’s Industry Solution Helps Merz Pharma Implement Changes Without It Involvement

Merz Pharma engaged Creatio to modernize its CRM — adopting Creatio’s vertical pharma solution and the mobile application for field force management — because its existing Creatio 7.6 installation needed an upgrade to support ongoing change and company growth. The main challenge was to reinstall and modernize the CRM without suspending day-to-day workflows or disrupting the field sales force.

Creatio upgraded and reinstalled the platform to the latest version, integrated it with Navicon SalesOut and Navicon analytics on Microsoft SQL Server, and enabled mobile CRM tasks, global search, automatic client-profile enrichment from emails, and real-time dashboards. The low-code Creatio platform now lets 150 users customize processes without developers; the migration was completed during an annual downtime so there was no workflow interruption, profile update time was dramatically reduced, field-visit data can be compared to sales charts to assess rep effectiveness, and employees can handle standard requests with minimal IT involvement — improving operational efficiency.

Merz Pharma

Anton Chernokalov

Head of the Business Analysis Department