Client Name / Logo

How UMC Took Control of the Customer Journey and Boosted Business

April 17, 2026

More industries Customer stories Salesforce Sales

The Uppsala Monitoring Center (UMC) is an independent center for drug safety and scientific research. By collecting data on adverse drug reactions in various countries, UMC can analyze the risks and benefits of medications and thereby promote safer use of medications. UMC then generates various types of reports from the database, which it shares with other organizations.

The Mission – Increased Efficiency Through the Right System Support

When UMC first contacted Releye, they were using a CRM system with numerous customizations, which had made it cumbersome and time-consuming to work with over time. It was also impossible to upgrade the system. UMC wanted to reduce reliance on specific individuals and increase transparency within the organization. There was also a desire to work in a consistent and structured manner with sales and quotation processes. In this way, they wanted to increase efficiency and the ability to follow up on leads. They also wanted the system to support reporting tools for follow-up and analysis.

To simplify employees’ day-to-day work, UMC sought a system that was reliable and would stand the test of time. It was also important that they be able to use as many standard features as possible within the system without having to compromise their own processes. UMC began evaluating several other systems to determine which one would best meet their requirements; the choice ultimately fell on Salesforce, with Releye as a partner.

The Solution

Since implementing Salesforce, UMC has gained a unified view of the organizations it works with. Today, they use Salesforce Customer360, where all information about organizations, contacts, cases, and activities is consolidated in one place. This has streamlined collaboration and improved internal knowledge sharing.

The sales process is now standardized and follows a structured workflow from lead to closed opportunity. It has also become easier to track and monitor deals for both new and existing organizations. During the second phase, the case management process was implemented in Salesforce. Today, UMC uses it for both its internal and external support. By gathering all cases in one place, they can share cases across different teams and track the distribution of incoming cases. By analyzing cases, it has also become possible to work more proactively to reduce cases in certain areas. Salesforce’s reporting tools can be used to analyze other types of data in the system; for example, they examine how data can be used for business and product development.

Tack vare vår lösning har vi fått ökad transparens, bättre samarbete och tydlig översikt över vår kundresa<br />
<br />
Jenny Beronius, Team Manager Digital Workplace

The result

Effects:

A unified view of the customer across the entire customer journey
Shorter processing times and more efficient processes
Improved collaboration between sales, service, and claims
A more personalized and seamless customer experience

Summary

By combining Microsoft’s platform with Reley’s industry expertise, the company established a solid foundation for future growth. CRM became not just a system for operational support, but a strategic tool that strengthens relationships, streamlines workflows, and delivers real business value.