Besta Med is a pharmaceutical company providing strategic solutions and services to companies and patients in the healthcare sector across the Bulgarian and European markets.

Besta Med had an ERP system primarily used for inventory accounting, but their sales representatives faced numerous challenges. Generally, orders were written in notebooks and dictated over the phone, goal-setting was communicated verbally during operational meetings with limited control, tracking visits and customer outcomes was difficult, and accountability was managed through Excel files with no interconnectivity.

The development of the platform began with the idea for a CRM, but subsequently, our client trusted us to enhance the classic CRM functionalities with several additional modules leading to the complete digitization of their business. When we started the project, the client was working with one ERP provider but had already planned to integrate another. We managed to integrate both the old and the new, ensuring seamless operation for the employees and a smooth transition for all departments to the new system.

Here are the main functionalities we created:

We replaced the sales representatives’ notebooks with mobile devices equipped with proprietary company App, through which all communication with the database is carried out. This allowed agents to work even when there was no mobile network coverage, with the entered information syncing when the network was available.

We added the complete customer history to the App, including set goals by product types, turnovers, other criteria, and tracking their fulfillment, as well as remaining units to the next pricing level. This arsenal of information was subject to substantial data processing by the representatives and is now instantly available in real-time.

We introduced an online shopping platform through which each customer can place orders, monitor their obligations, as well as the turnovers and pricing levels they have reached based on turnover and achieved results. Thus, customers no longer need to wait for a sales representative to visit to place an order; they can see all products online, with applied trade discounts, and order them.

We provided management with the ability to set goals and monitor their monthly, quarterly, and annual targets.

We gave sales agents the ability to track their goal performance and the bonuses they will receive at each step in real-time.

We integrated a complex system for importing and unifying product names and trade objects and automated reports from all major wholesale pharmaceutical traders, so as to obtain a unified report of sales across many different channels, by products, and by trade objects, groups, and sales representatives.

We took a database of all trade objects for pharmaceutical products in the country and introduced it as potential clients that need attention from a sales representative, and gave managers the ability to determine where each representative should work.

We created calendars for each representative, scheduling each meeting, site visit, company events, and training. We also added fields for reporting the results of the meetings, as well as the potential for future meetings.

We created an HR module that monitors and approves leave through a two-step control, allows the use of company cars, tracks sickness absences, generates attendance cards, provides information on salary slips, monitors birthdays, important family dates for the employees’ families, and more.

The solutions we created together with Besta Med introduced a complete digital transformation of the organization’s processes. This significantly improved work efficiency, freed up a large resource that was tied to manual labor, leading to improved organization and strategic management.