Skip to content

Developing a 360 Degree View Of The Customer

Case Studies

About Pharmaceutical Manufacturing Company

KPI's client is a publicly-traded Clinical Research Organization (CRO) providing global Phase I-IV clinical trials for the world's pharmaceutical, biotech, and medical device industries to help them develop the medicines people need. In addition to clinical trials, the pharmaceutical manufacturing company provides services such as biometrics, abuse potential, patient recruitment, and study start-up. Their consulting services include Quality & Compliance Consulting, Global Regulatory Consulting, Development Consulting, and Evidence-based Strategy Development for pharmaceutical and biotech.


  • Informatica_KPI Partners
  • Tableau KPI Partners-Mar-18-2022-08-16-21-82-AM
  • Salesforce-2
  • Eloqua KPI Partners

Customer Need

The client had three prime business challenges which KPI was poised to mitigate:

  1. Improve the process of inbound requests to Salesforce while focusing on the need to increase the speed of addressing change requests 
  2. Enable the company to leverage emerging changes to the Salesforce Sales Cloud to provide net new innovation to the business 
  3. Optimize the customer's overall business intelligence capabilities leveraging Oracle OBIEE and Tableau visualization engines

The client did not have a formal process for making inbound requests for changes to their instance. The limited resource pool challenged the organization with formalizing the backlog intake process.



With KPI's recommendation, the client had the expectation that improvements in BU-level interactions would be achieved by freeing up internal client business analyst time to support backlog capture for new requirements. Furthermore, a process from IT would allow for sizing of the backlog to be accomplished, for work to be mapped to sprints within the client agile-development sprint schedule and for the company to leverage organic resources alongside KPI Partner resources to support additional skills and bandwidth to the client optimization aims.


KPI was selected to provide the client with strategic architecture services from KPI's Salesforce bench along with the deployment of a developer which expanded the client's ability to handle the sizable intake from the BU's for downstream sprints.

Key Project Accomplishments:

INC Research gained control and resolved its backlog issue by understanding the requirements of the backlog and the BU's needs.

  • A dedicated business analyst was made available to capture backlog requirements 
  • Sizing of backlog and mapping to agile development commenced by process and is ongoing 
  • Additional skills and bandwidth were added once the sizing of the backlog was complete 
  • The client's SFDC production instance was stabilized 
  • Strategic vision and requirements were formulated for their 2016 AOP project budget cycle 
  • A developer expanded the client's ability to handle the sizable intake from the BU's for downstream sprints and data optimization
  • Improvements in overall analytics capabilities were made resulting from KPI's efforts specific to Tableau, OBIEE, and Salesforce Revenue Management Analytics


  • Salesforce 

  • Eloqua 

  • Oracle Business Intelligence 

  • Tableau

  • Informatica



The client business units saw a dramatic shift in meeting their expectations and understanding when IT would be able to make the required changes driven by the business units. KPI Partners provided on time and on budget performance for all scope of work aligned BI and Cloud services across the portfolio for the client.


Comments not added yet!

Your future starts today. Ready?