Evolvus

PROBLEM

Evolus, a global performance beauty company and manufacturer of clinical neurotoxins, operates in a highly regulated environment governed by FDA, CDC, GDPR, and other pharmaceutical compliance requirements. As the business expanded rapidly across markets, Evolus needed a CRM platform capable of managing complex customer, inventory, and compliance data without disrupting existing regulatory‑approved processes.

Key challenges included:

• Integration with regulated systems and processes
  Any CRM implementation needed to integrate seamlessly with existing platforms while adhering to strict regulatory and data‑privacy standards.
• Disconnected customer data sources
  Customer sign‑up data captured via external platforms was not fully synchronised with Evolus’ internal customer database, limiting Salesforce’s effectiveness as a central system.
• Inefficient lead and account management
  Evolus required improved lead qualification, routing, and prioritisation to ensure account managers focused on high‑value opportunities.
• Limited visibility into customer engagement
  Customer communications were not consistently tracked, reducing visibility across teams and limiting insight into adoption status and account history.
• Inventory tracking challenges
  Account managers struggled to track inventory issued to healthcare practitioners, practices, and distributors while remaining compliant with GDPR restrictions.
• Compliance documentation and auditability
  A secure, auditable solution was needed to track signatures, complaints, and medical information requests across multiple markets.

Evolus required a scalable, compliant CRM solution that could act as a single source of truth while supporting continued international growth.

SOLUTION

Cooper Parry Digital designed and delivered a Salesforce Sales Cloud and Service Cloud solution supported by secure API integrations, custom data structures, and compliance‑focused workflows.

The solution included:

• Custom inventory management within Salesforce
  Custom objects were created under Accounts to track inventory issued to customers, enabling account managers to view stock holdings while maintaining GDPR compliance.
• Enhanced account and engagement visibility
  Salesforce‑Outlook integration and customised activity processes ensured all emails and communications were logged against customer records, delivering a true 360° customer view.
• Improved lead and territory management
  A custom lead assignment process routes leads efficiently based on defined criteria, while API‑driven postcode logic assigns accounts to the correct representatives.
• API integrations for data integrity
  Secure API connections sync Salesforce with Evolus’ external customer platforms using HCP numbers, keeping records accurate, up‑to‑date, and aligned across systems.
• Compliance and legal process automation
  Adobe Acrobat Sign eSignatures for Salesforce was implemented to manage digital signatures, supporting medical information requests with a clear, auditable trail.
• Scalable security and data governance
  Salesforce sharing rules, profiles, and roles were configured to support multi‑country teams while restricting access based on regulatory and territorial requirements.
• Complaints and compliance management with Service Cloud
  Salesforce Service Cloud enables Evolus to log, categorise, track, and resolve complaints and compliance cases with automation, SLAs, and reporting built in.
• Multi‑country enablement
  Salesforce Translation Workbench supports rapid onboarding of new markets, allowing workflows and data to be translated into multiple languages with minimal effort.

VALUE ADDED

The Salesforce platform delivered by Cooper Parry Digital now underpins Evolus’ global customer operations, providing compliance, visibility, and scalability within a single CRM ecosystem.

Key outcomes included:

• A single source of truth for customer data
  Real‑time API integrations ensure Salesforce remains the authoritative system for customer, engagement, and inventory information.
• Improved compliance and audit readiness
  Centralised documentation, complaint handling, and digital signatures provide a clear audit trail aligned with regulatory expectations.
• Enhanced customer onboarding and adoption
  Relationship managers can track customers throughout the adoption lifecycle, enabling more targeted engagement and follow‑up.
• Greater insight for sales and account teams
  Inventory visibility and engagement data enable more relevant, personalised, and strategic customer interactions.
• Scalable global operations
  Secure role‑based access and multi‑language support allow Evolus to expand into new territories without compromising data governance.
• Strong business performance indicators
  • 10% compound annual growth rate
  • $255m expected total net revenue for 2024
  • Over 750,000 consumers supported
• Future‑ready CRM architecture
  The solution is designed to evolve alongside Evolus, supporting continued innovation, regulatory compliance, and international expansion.