Neopharm Group streamlines customer operations with Zoho CRM

The company

The Neopharm Group is a pharmaceutical company headquartered in Petah Tikvah, Israel. The company was established in 1941 and became one of the most prominent names in the global healthcare sector. With multiple service and sales centers in Israel and abroad, Neopharm dedicates itself to providing its customers with high-quality pharmaceutical products and comprehensive healthcare solutions.

The challenge

The Neopharm Group operates through multiple subsidiaries and a vast network of service and sales centers, serving both B2B and B2C clients. This organizational structure contains multiple and varied client touchpoints, all of which must maintain consistency and efficiency. Therefore, the organization sought to unify and streamline its customer communication channels.

Neopharm had a few requirements that any viable solution had to fulfill. First, the solution had to integrate with the existing systems in the organization. Second, it had to be flexible enough to support future expansion. In addition to these capabilities, it had to show clear, measurable results to encourage adoption across other companies within the organization.

The solution

The search for the right solution led Neopharm Group to Tamayo, a certified Zoho implementation partner specializing in deploying Zoho solutions for mid-market companies and enterprises. After assessing the organization's operations, the Zoho One suite, an all-in-one platform of Zoho's business applications, was recommended as the best fit. This kit offered cross-company unification of business processes and easy integrations with Neopharm's current systems, including out-of-the-box connectivity with third-party platforms, in addition to its user-friendly interface and affordable licensing model.

Streamlined customer operations with Zoho CRM

A key component implemented within the Zoho One suite was Zoho CRM, a cloud-based customer relationship management platform designed to unify customer interactions and streamline sales workflows. The platform is seamlessly integrated with Neopharm's existing infrastructure, including synchronization with its ERP system and a direct connection to its B2C Shopify store.

Following the successful implementation, Neopharm began broadening its use of the Zoho apps in its sales and marketing operations.

• Zoho Analytics, a built-in cloud-based business intelligence and advanced analytics platform, provided insights into sales activities, customer behavior, and additional key performance indicators (KPIs).
• Zoho DataPrep was implemented to complement Neopharm's data flow between legacy applications and Zoho One apps, as well as between Zoho One and the company's Azure-based data repository, where it's used in Power BI for reports and analysis.
• Zoho Forms, an online form builder, became a central tool in Neopharm's operations, streamlining data collection from patients and customers with highly customizable web forms and additional workflow automation.

Benefits and ROI

Introducing Zoho's business software brought a prominent shift to the organization's customer engagement. On the internal operations level, Zoho CRM saved time and resources during training periods. Its integration with Neopharm's ERP and user-friendly interface significantly reduced onboarding time for new sales and service representatives. Marketing activity also saw improvement, with shorter order entry times and reduced handling time for incoming customer calls, thanks to accessible client history and real-time updates.