Johnson & Johnson – Customer Success Story CRM

Company description

Johnson & Johnson is a global pharmaceutical company that engages in the research and development, manufacture, and sales of products. The company operates in three business segments: Consumer, Pharmaceutical, and Medical Devices. The Consumer segment includes a range of products used in baby care, oral care, beauty, over-the-counter pharmaceutical, women’s health, and wound care markets. The Pharmaceutical segment is focused on the therapeutic areas of immunology, infectious diseases and vaccines, neuroscience, oncology, and cardiovascular and metabolism, as well as pulmonary hypertension. The Medical Devices segment includes a range of products used in the orthopedic, surgery, interventional solutions, and eye health fields.

Company size

Employees: 134.000, Revenue: $ 82.6 B




Provided solutions

Business Process Consultancy in EMEA on Sales Force Effectiveness, built on and Veeva CRM


Johnson & Johnson pharmaceuticals is one of the biggest pharmaceutical companies in the world. They have a very big sales organization that needs to be managed correctly and work according to harmonized processes within the EMEA region. Additionally, they are industry innovators who always are working with the latest technologies and tools and aim to uphold that position within the industry. Building a harmonized sales force automation solution that can be leveraged by all countries in EMEA, while still allowing slight localizations was key in the success of Johnson & Johnson. At the same time, we needed to make sure to create a shared understanding and adoption across the regions. One of the visions was to become an omnichannel-driven organization that leverages its knowledge and data in a smart way to achieve its goals.


We have been providing consultancy on multiple levels of various roles within Johnson & Johnson over the past 8 years. Our collaboration started by providing business analysts for their Veeva CRM solution, mainly in the Sales Force Automation area. This included topics such as Call Planning, Territory Management, Account Management, Multichannel Cycle Plans, Key Account Management & Segmentation. Over the years we have been involved in other areas such as Event Management, Customer Service, Tender Management, Multichannel Engagement, etc. and have even been assigned as business owners for certain topics. As Salesforce experts, we supported with the migration from Salesforce Classic to Lightning Experience/Veeva Sunrise. Lastly, we are the preferred partner for delivering all MyInsights reports and dashboards, leveraging our in-house development framework and UX/UI design partnership.


The Johnson & Johnson CRM platform was built on requirements fully prioritized by the business in an agile way, which resulted in a high adoption rate. Additionally, we played a supportive roll on the roll out of new capabilities by training countries, involving them in the process and working on continuous improvement of one harmonized solution. Today, more than 15.000 users are using the system in 35+ countries.