Unlicensed Medicines (ULM) is part of the Quantum Pharmaceutical Group. ULM sells to hospital pharmacists.
ULM required a Customer Portal to help them improve and deepen the relationship with their customers and future customers by providing them with access to their product data, related documentation, their order history and a mechanism to allow them to request a quote.
By putting this information in their customers’ hands electronically, they would be able to track what they are researching and buying and when, thereby improving their sales effort through more effective CRM.
At a high-level, our approach was to select Kentico as a suitable product to act as the Portal. Kentico provides most of the required functionality out-of-box, with limited custom development. We then integrated the relevant Microsoft Dynamics NAV functionality using the existing NAV Web Services with Kentico.
Technology selection becomes less important if the User Experience of the Portal isn’t anything other than a pleasure to use - an essential requirement when three out of your four business drivers behind the project were concerned with Customer Satisfaction. The User Experience was extensively prototyped with hospital pharmacists before development.
The portal is now used by over 250 Pharmacists in the majority of the 15 NHS trusts across the UK.