eDNA Medical Research Centre

“Path2CRM plays a vital role in taking our business to the next level. When we, as a medical research company found a breakthrough treatment for a particular life threatening disease, we were not quite prepared for the massive amounts of customer data. Path2CVRM helped us harness the flow of information into a high database. Beyond such searching and sorting, we are now able to pinpoint customer needs and spot market trends early on.”
eDNA Medical Research


The Challenge

eDNA, a medical research centre specialized in inventing lifesaving drugs.

They were planning rapid expansion where in which they had dispersed workforce. A system was required where they could have efficiency in their sales and marketing support. Along with their expansion in the other segments of their expertise, they even wanted a process which is transparent and cost effective.

Our approach

We resolved the problem by installing SugarCRM into their business process. Integration of asterisk to SugarCRM transformed their existing system into complete automation of all sales with dialer and voice recording features. Customized modules were developed to meet the challenges to maintain information of its key customer segments which includes hospitals, patients and wholesalers.

Key Benefit Areas

Deploying CRM has enabled to reduce system downtime while increasing employee productivity. Key benefits achieved include:

  • Voice calls were tracked and recorded
  • Implementation allows an increase in sales by 70 percent
  • Automation of sales and marketing
  • Can send emails and generate invoices to its client
  • Simplified the process as a whole
  • Process backed them to incline towards profitable opportunities
  • Well-timed information was made available along with real-time analytics which gave an analyzed view of their progress
  • An enabled dash board on their desktop was provided to analyze their performance

Key Cost Areas

Personnel made up the largest share of SugarCRM deployment, largely because the company used the deployment as an opportunity to plan and streamline processes. Training made up the next largest area, because the company invested in significant training time for employees to make sure they could effectively adopt the new solution. Other costs included development of a standard operating procedures guide to provide employees with a reference for new practices.

Lessons Learned

The company found it was able to avoid hiring sales and sales support personnel and increase revenues because of improved processes.


A performance measure used to evaluate the efficiency of an investment or to compare the efficiency of a number of different investments. To calculate ROI, the benefit of an investment is divided by the cost of the investment; the result is expressed as a percentage or a ratio.

The costs of software, hardware, consulting, training, and other investments over a period of 3-years to quantify our total investment in this project. Direct benefits calculated included avoidance of hiring costs for sales and sales support personnel as well as increased profits. Indirect benefits increased customer satisfaction.

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QuoteI am very impressed by the quality of the team working on our project. Apart from the top quality code generation, the team displays a real understanding of our issues and comes to the table with suggestions and ideas that are very impressive.Quote

Stone Bill, President,
Xtree Inc.