Gyan Pandey, CIO at Aurobindo Pharma, has over 23 years of experience in IT leadership and strategy, global delivery management, ERP implementation, PMO and competency management. He has successfully managed and delivered multiple large scale complex projects involving business transformation which lead to improvement of bottom-line of the business. Prior to joining Aurobindo Pharma, Pandey has held IT leadership portfolios at Enrich LLC and Qatar Petrochemical.

Aurobindo Pharma recognized the need to implement CRM-related solutions because most of the processes relating to its customers – for instance master data element capturing, lead to quote, collections, credit limits, sample and document request workflow, and shipment tracking were done manually by collating data from multiple sources. The pharma major’s challenges included the lack of a 360-degree view, comprehensive analytics to optimize margins or returns, and a lack of transparency in operations owing to non-integrated applications. Additionally, data collection and reconciliation took significant manual effort. To ensure secure access to the sales cloud, Aurobindo Pharma developed an in-house cloud connector. The company also leveraged its existing IT applications and infra to get the optimized solution for business processes. As a result of these deployments, the company witnessed a 25 percent improvement in productivity, it gained a 360-degree view of customers’ profiles, invoices, collections, open orders and ratings. Additionally, a significant degree of transparency in the process, reporting and analytics was brought about. Pandey revealed that the deployments served as a “single source of truth” for all transactions and brought comprehensive data insight related to customers and transactions by using sales analytics.