Case Study: West Pharmaceutical Services achieves a unified global view of customer and product data with Scribe Software

Integrating SAP® ERP with Microsoft Dynamics® CRM Creates Unified View of Business Activity

West Pharmaceutical Services needed to unify customer, product, and complaint data from multiple systems, including two SAP ERP instances with different data schemes and the TrackWise complaint platform, into Microsoft Dynamics CRM. The goal was to give internal teams a single, global view of business activity and customer information.

Scribe Software, working with SAP Process Integration, implemented an automated mapping and data flow solution that connected SAP PI to Microsoft Dynamics CRM through Scribe. The solution transferred all historical data and now processes about 250 delta record changes per day without manual intervention, giving West Pharmaceutical Services a unified real-time view of master data while reducing support effort and simplifying future integrations.

West Pharmaceutical Services

Anil Nair

Director