Pharma sampling using bpa

© 2012 Confidential, Pegasystems Inc.

Multi-channel Strategic Sample Processing – Pharma

Barry Dalton, Multi-channel General Manager

3 2012 Confidential, Pegasystems Inc.

Multi-Channel Ecosystem


Multi-Channel Platform

Customer Facing Web-Based Services Social Services Phone Based Services

Mobile

Services

CRM

Data Output

Agent

Knowledge

Information


CC Outsourcer Value Proposition

Business Analysis &Advisory Services

Call Handling Operations

OperationalReporting

Business Analysis &Advisory Services

Multi-channel interactionhandling

Technology-enabledBusiness Solutions

Data Services & Integration

Operational Reporting

Clie

nt V

alue

Rea

lizat

ion

Technology Support Services

Data Services

Traditional Model New Model Client Client

The New Contact Center BPO Value Proposition


Business Process & Solution Challenges – Contact Center The contact center is an ever-evolving space, that has changed

dramatically over the past 5 years

Solutions play a major role in program delivery

As reference, we maintain hundreds of unique applications

Each program/solution has it’s own requirements. Yes, many do overlap, but each client has unique needs.

Since we are “engagement-based”, we are very workflow and business driven.

You can imagine the cumulative effect that an ever-increasing number of point-in-time solutions has on IT

Something had to change…


The Pega Journey – Platform Selection

Challenge: extensive issues with a number of “point-in-time” applications─ Inability to support change to meet customer needs─ Design and architecture could not easily support growth─ Too costly to change and increasingly more costly to support

Initially, business rules engines (BRE) products as a way to support decision making and workflow changes in applications

We determined that the effort to integrate a BRE across many applications to perform decision making and drive workflow would be too significant, costly and possibly more difficult to support

Pegasystems could possibly resolve many of our issues

The concept of one platform fulfilling most customer-facing business processes was incredibly appealing


The Pega Journey – Cloud Computing Approach

Strong case management capability to automate workflow

Faster time to market – can deliver value more quickly─ Directly Capture Objectives─ Automate the programming─ Access to secure, high performance development, testing and production environments on

the cloud

Business flexibility and agility─ Cost predictability: Pega provides the software, security, computing horsepower, storage

and bandwidth for a flat monthly fee

Security Assessment─ Meets or exceeds security requirements – Pega’s private cloud model already has customers

who have HIPAA, PCI DSS, FDA 21 CFR Part 11 and European Union Data Privacy validate apps on Pega Cloud

Integration─ Pega’s “Private Cloud” model, with a private VPN Tunnel, meant we could treat Pega Cloud

as an extension of our data center and integrate seamlessly to our internal systems


Pharma Sample Processing Challenges:

Customer dissatisfaction – specifically response time, tracking and ability to change as requirements dictate

Increasing costs – Setting up new sampling programs are costly to our clients and take too long to complete

On-going workflow limitations – displaced and decoupled workflow is causing inefficiencies with the processing teams

Data quality issues – limitations in tracking accuracy and consistency of data across sample programs

Rigid constraints in processing flexibility – inability to effectively integrate requests from multiple sampling entities, and delivery to various fulfillment vendors

Limited reporting flexibility – need better access to data and compliance transparency


Current system – legacy software developed 7 years ago, without a forward thinking mindset and designed in the wrong technology foundation. A “point-in-time” solution that prohibits the advancement of the product.

The hidden costs of legacy software – it’s very easy to loose track of the cost impact of inefficient software, processes and infrastructure support. The IINBDFI mindset. (if it’s not broke don’t fix it)

A new solution approach – design and implement a new “cloud-based” multi-channel solution foundation that can facilitate significant growth. Based on flexible business rules, dynamic workflow capabilities and inherent configurability.

Make it audit proof – build with a solid SDLC to insure that compliance, validation and strong reportability are accomplished.

Do the above and… You have happy healthcare professionals (and a happy boss)

New Strategic Sampling Approach


Health Care Professional

Selected Channel

Request (object)

Processing

Fulfillment

Compliance& Reporting

Sample Processing Workflow - 360°

360°approach connects all of the pieces into a cohesive solution


High-level Sampling Process Flow

API Web Services

Fulfillment Route & Process Request

e-Sampling, Tele-sampling, Product

Information, Coupons and Vouchers

Receive Request

Contact Center

Webservices

PortalsTablets

IVR

Workflow Management

Campaign ManagementWebservices

Pega Cloud

Information Management

PRPC CPM

UI - Dashboard

Message Delivery

Report & Data

Delivery

Questions Answers

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© 2012 Confidential, Pegasystems Inc.