Jazz Built the Foundation for Better Patient Outcomes with a 9-Month CRM Transformation

Jazz Pharmaceuticals embarked on a multi-year transformation to deliver more personalized, impactful experiences for healthcare professionals (HCPs) and ultimately improve outcomes for patients with rare diseases. To deliver these experiences, Jazz created a new, integrated operating model across the business and technology teams, allowing the company to build and embed new capabilities at speed and scale.

A signature milestone of this transformation is the deployment of Veeva Vault CRM. While simultaneously evolving its operating model, reshaping ways of working, and maintaining uninterrupted business performance, Jazz set an ambitious goal to implement a next-generation CRM platform in just nine months and successfully delivered on that commitment.

The achievement demonstrates not only the strength of the technology deployment, but also the effectiveness of the new operating model, all while continuing to deliver exceptional business results, including the strongest quarter in the company’s history.

“Technology and data innovations like Vault CRM and Veeva OpenData empower sales, marketing, medical, market access, and home office teams to deliver coordinated omnichannel engagement through a shared, trusted view of the customer. The more effectively teams connect and act on customer insights, the better they can anticipate patient and customer needs.” Matt Lasmanis Chief Digital Officer, Jazz Pharmaceuticals

Jazz selected Veeva as its CRM partner, building on a long-standing, trusted relationship across both R&D and commercial organizations. The company implemented a unified data and CRM strategy, combining the capabilities of the Veeva Vault CRM Suite with Veeva OpenData to create a single, trusted foundation for customer engagement.

With a unified CRM platform deployed across medical and commercial, Jazz is simplifying global enterprise operations, creating workflow efficiencies while strengthening the shared insights needed to support customers throughout their journey.

“There’s no way to achieve the trust, precision, and enduring relationships required in rare disease without a strong CRM foundation,” says Lasmanis. “Before this transformation, our teams were working across as many as eight different engagement platforms. Bringing everyone together on a single platform gives us a connected view of our customers, strengthens collaboration, and enables us to engage healthcare providers with greater consistency and impact.”

Looking ahead, Jazz continues to innovate to enhance customer experiences across the healthcare journey. By leveraging AI and advanced analytics, the company is uncovering insights that were previously fragmented or difficult to access, enabling teams to engage more proactively and effectively.

“Our goal is to have the right conversation with the right customer at the right time, and increasingly to anticipate when they may need us most,” says Jonathan Witt, chief experience officer at Jazz. “Our transformation is about more than technology. It’s about creating a connected enterprise that can move faster, learn faster, and ultimately deliver greater value to healthcare providers and the rare disease patients who depend on us.”