Bayer China has officially launched its next-generation healthcare customer engagement platform, OPERA 2.0, at the 7th China International Import Expo (CIIE) in Shanghai. Powered by Salesforce hosted on Alibaba Cloud, the platform was designed to enhance user experience and system stability for thousands of Bayer’s internal users in China.
China’s strategic importance as the world’s second-largest healthcare market—capturing 30% of the global pharmaceutical market—underscores the significance of this initiative.
As one of the first global healthcare companies to implement the global leading CRM (Customer Relationship Management) system Salesforce hosted on Alibaba Cloud in the Chinese market, Bayer China showcases a pivotal move towards digital transformation in China’s healthcare sector.
With Salesforce on Alibaba Cloud, the new OPERA 2.0 platform integrates Bayer’s previous disparate systems into a streamlined, customer-centric solution, promising low latency and high availability while enhancing service delivery for both internal and external stakeholders.
Since its rollout in December 2023, Salesforce on Alibaba Cloud has enabled multinational brands to use localized Customer Relationship Management systems that comply with Chinese regulatory standards and cater to the unique demands of the Chinese market.
“Our collaboration with Alibaba Cloud on the new OPERA 2.0 platform marks an important step forward in our digital transformation journey,” said Philip Zhao, Vice President, Head of Commercial IT & Digital – PH China, Greater China IT Representative, Bayer. He emphasized that Alibaba Cloud’s robust infrastructure and tailored products and services have greatly enhanced project implementation efficiency.
Bridge Song, Vice President of International Business at Alibaba Cloud Intelligence, underscored the significance of this development for multinational enterprises, saying, “This sets a benchmark for multinational enterprises exploring digital transformation that adapts to the local business ecosystem in China”.
The duo plans to further enhance their platform by incorporating artificial intelligence technology to boost service efficiency and improve patient well-being in China.
