A leading biopharmaceutical company across Mid-Europe Region and EMEA used Screver to transform how product feedback, engagement insights, and customer satisfaction are collected and analyzed across more than 40 countries.
What started as a single survey in Oncology evolved into a global Voice of Customer ecosystem – connecting HCP, patient and caregiver, medicals and market access feedback across therapeutic areas like Vaccines, Diabetes, Oncology, Immunology, and many more.
The initiative now powers data-driven decisions for regional and local teams, helping MSD close feedback loops faster, improve product launches efficiency, monitor market sentiment in real-time, and standardize reporting across all channels and markets.
Screver designed a unified framework for capturing and visualizing feedback data across multiple touchpoints – from congresses and virtual events to Veeva, SFMC, chatbots and websites.
Each survey response feeds automatically into interactive dashboards, allowing teams to:
Automated pipelines, AI categorisation, and multilingual NLP analysis ensure every piece of feedback – from HCPs, veterinarians, or patients – is instantly categorized, translated, and made actionable.
Before Screver, feedback collection during product launches was fragmented and delayed.
Each country managed its own survey tools and reporting formats.
As a result, regional teams lacked real-time visibility on satisfaction trends and could not link engagement data to business outcomes. Data silos made it difficult to measure launch readiness, training impact, or customer sentiment consistently across markets.
Screver implemented an integrated Feedback Management Platform for MSD’s Mid-Europe markets, enabling:
This allowed MSD to replace static reports and manual tracking with a dynamic, role-based insight system that scales with each market’s needs.
