Success Story

Omnichannel Service for Pharma Group

About the Client:

The Pierre Fabre Group is the third largest independent pharmaceutical company in France with a culture of research and innovation, ethical and pharmaceutical rigour, and a commitment to public health for over 50 years.


Pierre Fabre needed an overhaul of their customer service processes, as they used to track customer service through spreadsheets.

What We Did

The main objective for Pierre Fabre is to centralise their B2C and B2B customer service in Salesforce CRM, so AFDigital assisted the brand in setting up Salesforce Service Cloud and all its accompanying parts, including user setup, Email-to-Case, Web-to-Case, reports and dashboards, and everything in between. Our team also provided them with ongoing TeamX support to deal with issues and improvements as needed, while training the Pierre Fabre team to own the platform and use it to its full potential.

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