Company Profile
Coloplast is a global leader in healthcare solutions, dedicated to developing products and services that improve the quality of life for people with intimate healthcare needs. Founded in Denmark, Coloplast has built a strong global presence through decades of innovation and expertise in medical technology. The company provides advanced solutions across ostomy care, continence care, wound and skin care, and interventional urology, serving healthcare professionals and patients in more than 100 countries worldwide.
Industry
Healthcare & Life Sciences
Company Size
17,000-18,000
HQ Location
Denmark
Business Challenge
1. Fragmented Data Management and Compliance Challenges
As a global medical device company, Coloplast faced challenges in managing customer data across different business scenarios while meeting domestic data compliance requirements. Fragmented systems and disconnected data sources created information silos, making it difficult to establish a unified customer view and ensure efficient business operations.
2. Complex Healthcare Business Processes and Limited SFE Capabilities
Coloplast‘s healthcare business involved complex processes across hospitals, distributors, sales teams, and service organizations. Existing systems lacked sufficient flexibility to support localized healthcare workflows and industry-specific Sales Force Effectiveness (SFE) management, limiting sales performance visibility and operational efficiency.
3. Strong Demand for Mobile and Offline Service Capabilities
A significant portion of Coloplast‘s business activities occurred in hospitals and healthcare facilities. Field teams required mobile access to customer information, visit records, and service processes in various environments, including scenarios with limited network connectivity. Existing solutions could not fully support efficient offline operations.
4. High Complexity and Risk in Salesforce Replacement
As an existing Salesforce user, Coloplast needed to replace its CRM platform while ensuring business continuity. The migration required strong technical capabilities, industry expertise, and professional implementation services to minimize transition risks and support successful system adoption.
Neocrm Solution
1. Unified Data Management Platform with Secure Compliance Capabilities
Neocrm established a centralized CRM platform that unified customer, hospital, and business data across different systems. Through localized data storage, enterprise-level security capabilities, and comprehensive data management, Neocrm helped Coloplast eliminate data silos, improve data accuracy, and build a reliable Customer 360 view.
2. Flexible Healthcare CRM Platform with SFE Management Capabilities
Neocrm leveraged its flexible PaaS architecture to support Coloplast‘s complex healthcare business scenarios. The platform enabled customized workflows for hospital management, customer engagement, and sales operations, while providing healthcare-specific SFE capabilities to improve sales effectiveness and performance management.
3. Mobile CRM and Offline Operation Support
Neocrm provided mobile application capabilities with offline support, enabling frontline teams to access customer information, complete visits, and update service records anytime and anywhere. This improved field productivity and ensured continuous business operations in healthcare environments.
4. Professional Salesforce Migration Services and Industry Expertise
With extensive Salesforce replacement experience and healthcare industry knowledge, Neocrm provided end-to-end migration support, including solution planning, implementation, and business transition management. This reduced migration risks and enabled Coloplast to smoothly adopt a new CRM ecosystem.
Result
Since implementing Neocrm, Coloplast has transformed fragmented customer management and sales processes into a unified digital platform. By adopting a localized CRM solution, Coloplast established more standardized data management capabilities and improved operational visibility across healthcare business scenarios.
With Neocrm‘s professional Salesforce migration experience and healthcare industry expertise, Coloplast completed the transition to a new CRM ecosystem while maintaining business continuity. The platform now supports key processes including hospital account management, dealer collaboration, sales operations, and service management.
Neocrm’s mobile CRM and offline capabilities enabled frontline teams to access customer information, manage visits, and update service records more efficiently in healthcare environments. The integration of marketing, sales, and service processes improved cross-functional collaboration and provided a more connected operational experience.
The solution has been deployed across multiple departments, including marketing, sales, business operations, and customer service teams, supporting approximately 700 users through an integrated SCRM, Sales Cloud, and Service Cloud platform. This provides Coloplast with a scalable digital foundation to support continued growth in the healthcare and medical device industry.
