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. Unstable Legacy Contact Centre and Limited System Integration
Pharmaniaga’s previous contact center infrastructure was unstable, frequently causing disconnects and operational disruptions. Integration with third-party call center systems and the Oracle ERP was limited and complex, leading to data silos and inefficient workflows. The company needed a more reliable, cloud-based platform that could ensure seamless connectivity and stable performance across sales and service operations.
2. Inadequate Mobile Capabilities and Lack of Visit Management Support
The existing CRM mobile app was not user-friendly and lacked dedicated visit management features. Field sales teams struggled to capture accurate data during doctor and clinic visits, especially in areas with poor network coverage. Pharmaniaga required a comprehensive mobile solution with offline functionality to support efficient field operations and real-time activity tracking.
3. Insufficient Real-Time Visibility and Advanced Sales & Marketing Tools
Pharmaniaga’s sales reports were not available in real time, restricting cross-department collaboration and timely decision-making. There was also no structured way to manage doctor engagement activities, sample distribution with ROI analysis, or targeted marketing campaigns via EDM. The business needed modern tools to improve visibility, optimize sample usage, and enhance promotional 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.
