The challenge

The pharma industry increasingly requires flexible and fast processes to make healthcare products and services more accessible. We recognise that certain processes – such as servicing customers face-to-face or relying on call centers and email to send and receive orders – are time-consuming, manual and resource intensive, particularly during the Covid-19 pandemic. The demand for product information, generating and tracking orders and returns, checking account status and managing payment with timely account updates are key requirements to be made available on demand 24/7.

The solution: Zuellig Pharma’s eZRx+ Platform

Zuellig Pharma has been paving the way for digital transformation in the healthcare industry with our innovative cloud native B2B e-Commerce platform, eZRx+, and has continuously enhanced it for a better customer experience. To complete the order-to-cash (OTC) end-to-end journey for our customers, we incorporated two key features in eZRx+: account details and status, as well as payment gateway and timely payment updates.

eZRx+ leverages on two solutions for the added features.

• SAP Cloud for Payment (C4P) – eZRx+ is integrated with a microservices architecture on top of our SAP ECC – SAP Cloud for Payment. It enables customers to view their account details and status and generate their Payment Advice by selecting the invoice documents that they intend to pay, thus eliminating the need to notify Zuellig Pharma separately on the amount paid, as well as the invoice documents to set-off. C4P will send the Payment Advice document number and the total amount to pay to HSBC Omni Collect payment gateway once the customer proceeds to click on HSBC Omni Collect payment gateway.

• HSBC’s Omni Collect – HSBC’s Omni Collect is incorporated in the eZRx+ platform for customers to make payment from a designated bank account through Malaysia’s national FPX payment gateway. Bank and payment data are encrypted securely on both the eZRx+ and HSBC Omni Collect platforms, providing end-to-end security for the entire payment process.

  The process loop ends when C4P confirms and matches the payment received from HSBC bank statement.

  The Payment Advice details is then auto uploaded to SAP ECC to setoff payments against the selected invoice documents in the customer’s account, and auto bank reconciliation is performed. Within hours, the customer’s account would be updated with the latest payment details in eZRx+, making the entire payment fulfilment process seamless for customers.

Best practice and innovation

This has streamlined the full OTC business process, reduced operational cost and maximised operational efficiency for both customers and Zuellig Pharma. With an increase in accuracy and transparency alongside secure ordering, returns and payments, our sales representatives and customers are more meaningfully engaged.

Key benefits

• Enhance customer experience.

• Seamless payment process and almost instant accounts update.

• Reduces communication time and removes all manual handling of payments.

• Provide visibility and transparency of customer accounts status.

• OTC process efficiencies.

• Reduced errors.

• Auto bank reconciliation – a future-proof solution.

“We are continuously looking to enhance our innovative eZRx+ B2B e-Commerce platform to maximise efficiencies and enhance the experience for our clients and customers. The HSBC Omni Collect product developed first for Zuellig Pharma Malaysia is a testament to our close and fruitful collaboration with HSBC Malaysia, a bank that thinks out of the box with innovative products for its customers. Winning the Adam Smith Award for Best Emerging Technology Solution is a strong recognition towards our eZRx+ platform that serves and continues to transform the healthcare ecosystem.”

Louis-Georges Lassonnery, Market Managing Director