Case Study: Leading Pharmaceutical Company achieves 360-degree customer view and increased revenue with OpenText Alloy

Pharmaceutical company improves customer experience program and optimizes sales

A global pharmaceutical company faced inconsistent communications and two siloed CRM systems that prevented a holistic view of healthcare providers and retail customers, limiting cross‑selling and long‑term relationship building. With a lean IT organization and a need for fast, low‑overhead results, the company sought a customer information management (CIM) solution to enable targeted, ongoing engagement.

The company implemented OpenText Alloy as a cloud‑based, managed CIM—integrating SAP, Veeva, Salesforce, a commercial data warehouse, MDM and analytics—to deliver a 360‑degree customer view and real‑time insights. The turnkey managed‑service deployment accelerated delivery (a critical phase finished four months early), reduced IT burden, enabled continuous HCP dialogues, and increased revenue through deeper cross‑sell and upsell opportunities while providing a scalable platform for global expansion.