Case Studies - ICON plc

ICON plc is a global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries. It specialises in the strategic development, management and analysis of programs that support clinical development - from compound selection to Phase I-IV clinical studies. It conducts clinical trials and development projects on both a local and global basis.


  • Location - Dublin 18, Ireland
  • Employees - 12000
  • Industry - Pharma Services
  • Solutions - Custom-made Lightning Community

“Ensuring that the Key Client Hub met the requirements and expectations of our stakeholders was key…strong Pexlify Exec presence, efficient project management and a skilled/flexible development team lead to a successful rollout and deployment”

Enda Mullaney Snr Mgr.
Sales Operations

Challenge

Build new Salesforce Workspace to streamline processes.

ICON plc engaged with Pexlify Enterprise Solutions to implement a new working place on their Salesforce Org to support their sales department.

As part of this initial engagement, Pexlify provided the project management and technical services required to design and configure this new Salesforce workspace. This new workspace called ‘Key Client Hub’, was developed to unify ICON’s Sales, Marketing and Lead Management Processes.

Solution

Empower ICON’s Executive and Alliance Management teams with the most relevant, concise and up-to-date (real-time) data on their TOP Tier Accounts in an easy-to-navigate Sales Cloud Lightning App.

Deliver a community portal that presents a ‘one-stop shop’ 360-degree view of ICON’s most valued clients

Senior Management able to log in from any device using Salesforce 1 mobile access

Provide integrations with market intelligence solutions to provide insight into new opportunities

Integration of the Einstein Analytics platform directly within the Hub allowed users to see rich insightful data on any of the accounts.

With Chatter built-in, leadership teams can access, communicate and collaborate on key accounts with ease.

Access to live newsfeeds from leading new sources integrated directly into the Hub.

Results

ICON’s new ‘Key Client Hub’ community workspace allowed management & agents to focus on their top tier accounts, improve communication & increase sales. On delivery of Pexlify’s custom-made Lightning based application, ICON plc were able to:

  • All Customer teams across Business Development and Executive Mgmt. utilising Chatter to collaborate on the customer, providing updates post client meetings and sharing intelligence.
  • Pexlify’s UI designer created a clickable prototype that matched the look and feel of the final deliverable. A series of Usability workshops ensured the UX/UI met and exceeded the client expectations.
  • The amalgamation of customer data, as well as the key activities, logged within Salesforce, has facilitated in streamlining the sales process and provides a high-level Sales overview for senior management.
  • Has helped to drive next best actions using a shared Calendar view of all upcoming activities and meetings for ICON’s Key Accounts.