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Amerisource Bergen (now Cencora)

Think was brought in after a previous agency left AmerisourceBergen wanting a genuine collaborator. Think became that partner, and the relationship kept growing from there.
  • Research & Product Strategy
  • Product Design & Build
  • Embedded Teams & Staffing
  • Design Systems & AI Enablement
Amerisource Bergen (now Cencora) featured image

Overview

Think stepped in after a previous agency left AmerisourceBergen (now Cencora) guarded, with no internal design organization beyond a single stakeholder pushing for one. As a pharmaceutical distributor running on thin margins, AmerisourceBergen needed its ordering experience to win customers on ease alone, so Think built that design organization from the ground up. As trust grew, so did the work. New product teams needed a shared design foundation, so Think shaped a design system now woven into AmerisourceBergen’s organization. When they set out to unify their fragmented CRM tools, Think embedded directly with sales and support teams, leading research across six brands and a dozen roles, then shaping the Salesforce experience alongside the technology partner that was brought in to build it. The work outlasted any single project. The design system and the practices Think put in place are what AmerisourceBergen’s own teams carry forward today.

About This Client

AmerisourceBergen, now Cencora, is a Fortune 500 top-ten pharmaceutical distributor with more than $300 billion in annual revenue. Pharmacies and health systems depend on Cencora for the medicines they need every day.

Services

  • UX, UI & Interaction Design
  • User Experience Research
  • Design System Strategy
  • Documentation, Adoption & Governance
  • Salesforce and SharePoint Experience Design
  • Practice Buildout Support

Industries

  • Pharmaceuticals
  • Healthcare

AmerisourceBergen’s product teams now share one enterprise design system. That system worked so well that the organization staffed an internal team to run it and brought Think back for what came next.

Results

  • Problem

    A previous agency’s process of doing the work, presenting it, and then moving on left AmerisourceBergen wanting a genuine collaborator.

    Solution

    Think embedded directly with AmerisourceBergen’s teams, working through problems collaboratively as they came up.

  • Problem

    AmerisourceBergen’s design and development teams had no shared source of truth, so what got designed and what got built often looked different.

    Solution

    An enterprise design system gave AmerisourceBergen’s product teams a library to draw from, so design-to-development consistency became much easier to achieve.

  • Problem

    AmerisourceBergen needed to stand up four or five new product teams with designers embedded in each, on tools that weren’t built to scale.

    Solution

    A modernized toolset and design system gave AmerisourceBergen’s design organization room to grow alongside the business.

  • Problem

    Making the case for design and user experience meant AmerisourceBergen’s champion had to win support across the organization largely on their own.

    Solution

    Think helped make that case, and momentum for treating user experience as core to the product grew across leadership.

  • Problem

    Every AmerisourceBergen business unit ran its own CRM, leaving sales associates without a single view of the customer across six brands.

    Solution

    Think and the technology partner built a unified Salesforce CRM, giving sales associates real-time customer information in one place.

“I am blown away! To be here from the forming of an idea, testing out approaches, building a team, going through our ups and downs along the way… Thank you all for your hard work, dedication, friendship and fun throughout all of this.”

Former Senior Director of Experience Strategy and Design at AmerisourceBergen

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