MyCartis

MyCartis, a biotech start-up, has been using Salesforce since day 1, thereby encouraging collaboration and sharing of information internally. PARX implemented and configured Salesforce within two months so that the foundation for high data quality and a high level of scalability was in place from the start. MyCartis is continuously developing Salesforce internally and PARX is still accompanying MyCartis by providing recommendations on improvements.


MyCartis is convinced that the future of healthcare lies in personalization. Its goal is to deliver innovative solutions for fast and cost effective identification of a patient’s specific signature of biomarkers in order to make more personal health decisions and improve quality of life.

As a highly innovative company, the development of MyCartis is based very heavily on customer feedback and close collaboration with research institutes and other medical technology companies. It was clear to them that the heart of the company required a strong CRM system which matched their own level of innovation and could accompany them through a period of rapid corporate growth.

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«Salesforce is practically an industry standard in the biotech sector. It's good to know that the really big companies in our industry and our potential partners are also working with the same CRM system. This will make future collaboration much easier. »

Ronald Vos,
Director Partner & Distribution Management at MyCartis

MyCartis management was familiar with Salesforce from their earlier work experiences and knew how well the cloud solution would meet their needs and can be developed continuously. «Salesforce is practically an industry standard in the biotech sector. It's good to know that the really big companies in our industry and our potential partners are also working with the same CRM system. This will make future collaboration much easier», says Ronald Vos, Director Partner & Distribution Management at MyCartis. Salesforce recommended MyCartis to collaborate with PARX.

Live from day 1

PARX was given the task of implementing Salesforce in a short period of time and having it ready from day 1. That way, one tool was available for all staff into which all of the information could flow. Within two months, PARX had implemented the three most important processes of Salesforce: sales, support and marketing. The sales process comprises leads, contacts, opportunities, drawing up quotations and visit reports, and it was adapted entirely to the needs of MyCartis. The support process for handling and resolving complaints is a tailor-made procedure. It consists of cases and platforms, from which it is clear which machine the customer is using and who precisely is using it. Campaigns were set up for marketing.

As the company is a start-up, no data migration was required; instead, the focus was on ensuring data quality from the start. Various automation was therefore implemented so that all of the data could be entered in the correct format from the start. For example, each opportunity is named in accordance with a set pattern that is generated automatically. In addition, a large number of automated messages were configured to integrate sales and the service team closely, as it is the service team that delivers the product and installs it on the customer's premises.

For internal communication, MyCartis uses the Chatter feature, which is included in Salesforce as a standard capability. Groups were set up for the various departments, allowing all staff in a department to be provided with the latest information at the same time. «We learnt from PARX how to discuss complaints directly on Chatter as part of the case and thus to communicate more efficiently and clearly», explains Ronald Vos, Director Partner & Distribution Management at MyCartis.

When the CRM project was launched, there was still no ERP system fully in place. The selected ERP system is also a cloud solution and can be easily integrated. Integration of the ERP system into Salesforce followed the launch of the CRM project.

«Thanks to the great interaction with the PARX team we managed to fully tailor Salesforce to our liking. Both the positive and negative recommendations they provided on ideas and thoughts we had were very welcomed. Support, when needed, was always immediately available. They managed to stay well within budget. I would recommend PARX to any other organization considering Salesforce as CRM.»

Ronald Vos,
Director Partner & Distribution Management at MyCartis

Already familiar with Salesforce and yet a pleasant surprise

MyCartis now has a central tool into which all of the information flows and which can be accessed from anywhere in the world. Sales and the service team work hand-in-hand on the same platform and their processes are consistent from the start. Everything is set up directly in Salesforce instead of being developed elsewhere then copied over to Salesforce.

Ronald Vos describes his experience with PARX as follows: «Coming from a Salesforce driven organization and being made responsible for Salesforce implementation at this new (much smaller) organization, PARX was a great partner for us. The basics of Salesforce were very well known but thanks to great interaction with the PARX team we managed to fully tailor Salesforce to our liking. Both the positive and negative recommendations they provided on ideas and thoughts we had were very welcomed», and he continues: «Support, when needed, was always immediately available. They managed to stay well within budget and did manage expectations really well. I would recommend PARX to any other organization considering Salesforce as CRM.»

Independent continuous improvements

After the initial implementation, PARX handed Salesforce over to the three system administrators at MyCartis. They can now continue to adapt the CRM system to their needs and create new processes in parallel to the growth of the company. PARX is there to provide advice and accompany them. MyCartis is therefore not only independent but can also respond very quickly to what is a dynamic business. The biotech start-up is regularly running workshops with PARX on future developments, in which possible approaches and best practices can be shared. They are also counting on PARX for continuous support. «The speed of response from PARX is great. Answers to questions are always provided very quickly», says Ronald Vos.