Company Profile
Pharmaniaga Berhad is one of Malaysia’s largest integrated pharmaceutical groups, established in 1994. As a key player in the national healthcare ecosystem and a subsidiary of Boustead Holdings, the company provides comprehensive manufacturing, logistics, distribution, sales, and marketing services across the pharmaceutical value chain.
Industry
Healthcare & Life Sciences
Company Size
3,500+
HQ Location
Malaysia
Business Challenge
1. Building a More Resilient, Connected Contact Centre
As Pharmaniaga’s business grew, higher operating volumes placed greater demands on the contact center and its connectivity with key systems such as Oracle ERP, while integration with third-party platforms added complexity to keeping data aligned. A more resilient, cloud-based approach was needed to ensure consistent performance and smooth data exchange as the organization scaled.
2. Meeting the Growing Demand for Mobile Field Sales Tools
With a large field force regularly visiting doctors and clinics, often in areas with intermittent network coverage, demand grew for a more user-friendly mobile tool with dedicated visit management features. A comprehensive mobile solution with offline capabilities could help representatives capture activity data on the spot, enable real-time oversight, and boost field efficiency.
3. Advancing Real-time Visibility and Marketing Sophistication
Faster decision-making and closer cross-functional collaboration increased the need for up-to-the-minute visibility into sales performance and key metrics, along with a more structured approach to managing doctor engagement events, sample distribution ROI, and targeted email campaigns. Modern, integrated tools with real-time dashboards, campaign management, and performance analytics offered a clear opportunity to sharpen marketing impact and strengthen sales effectiveness.
Neocrm Solution
1. Standardized End-to-End Sales Process with Sales Cloud
Neocrm implemented a comprehensive Sales Cloud solution with 100 licenses, creating a unified LTO pipeline. This standardized workflow allows the advertisement sales team to track deals seamlessly from initial advertiser inquiry through to closed sales, providing full visibility and consistency across the entire process.
2. Flexible Price Book for Complex Media Packages
Neocrm digitized Astro’s diverse advertisement packages and tiered pricing into a flexible Price Book within the platform. Sales representatives can now quickly configure accurate quotations for multi-channel bundles, while built-in approval workflows enable managers to review and approve proposals efficiently, reducing errors and speeding up the sales cycle.
3. Real-Time Dashboards for Improved Forecasting and Insights
Powerful management dashboards deliver real-time visibility into pipeline health, channel performance, package contributions, and individual sales representative results. These analytics tools support more accurate forecasting and enable data-driven decision-making, helping leadership identify top-performing areas and optimize resource allocation.
Result
Since partnering with Neocrm, Pharmaniaga has achieved a significant transformation in its sales, marketing, and service operations. The Neocrm’s Sales and Partner Clouds have delivered exceptional stability and seamless integration with existing systems, while real-time dashboards have given managers instant visibility across the organization — enabling faster, more informed decisions.
Field teams now benefit from intuitive mobile visit management with full offline support, allowing them to maintain high productivity even in challenging network conditions. Sample management and ROI analysis tools have optimized distribution costs, identified high-potential products and clinics, and strengthened doctor relationships through targeted activities and EDM campaigns.
With close to 200 users actively using the platform, Pharmaniaga has seen marked improvements in operational efficiency, collaboration between sales and service teams, and overall customer engagement. The enthusiastic adoption across the organization demonstrates Neocrm’s ability to deliver practical, scalable solutions tailored to the complex needs of pharmaceutical distribution.
