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Published by Telerx, the experts in transforming the customer experience
In This Issue
Customer Service: The New Marketing Channel ..................................................1-2
Telerx Expands its Capabilities ...............................................................................2-3
To Outsource or Not... It May No Longer Be an Option...........................................3-4
Infographic: Edgerank 101.....................................................................................5-6
Telerx Cares Community Standout.............................................................................6
JUNE 2013
Customer Service: The New Marketing Channel
Customer Relationship Management (CRM) is the lifeblood for capturing any and all interactions with current and future customers. Whether sales or service-related, CRM is critical in the bottom line of any business, and should be part of the company’s overall business strategy. When properly strategized, CRM provides insight that helps better understand and retain customers, resolve complaints, attract new customers, decrease costs, and most importantly, increase profitability.
Today’s digital world, however, has drastically changed the nature of CRM — giving brands more customer touch points than ever before. These new touch points often require immediate action and constant communication. According to John MacDaniel, Senior Director of Voice of the Customer at Telerx, in order for brands to be successful in the increasingly digital world of CRM, they must focus on the following strategies:
TelerXpressions | June 2013 1
pressions
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Source: http://www.telerx.com/resources/business-intelligence/contact-center-of-the-futureSource: http://www.huffingtonpost.com/hulya-aksu/customer-service-the-new-_b_2827889.html
Customer Service: The New Marketing Channel (con’t)
• BeIntelligent- Become the intelligence center for the organization. With access to data, CRM has an opportunity to play a huge role in the overall strategy of the business. As such, the CRM function should be integrating data from all channels of communication, mining for consumer insights and relaying that information throughout the company. Insights can, and should, be used to determine business strategies, product innovation, and sales and marketing techniques.
TelerxExpandsCapabilitiesThroughAcquisitionofSentrxSafetySolutions
Early in the quarter, Telerx expanded its Pharmaceutical and Healthcare business unit through the acquisition of Sentrx Safety Solutions, a leading pharmacovigilance outsourcing service company.
As the pharmaceutical and healthcare industries continue to undergo unprecedented changes, the need for comprehensive and specialized services will grow in importance. Recognizing the needs of its clients, Telerx now has the capabilities to provide a full suite of drug safety solutions — a service that is highly regarded in the pharmaceutical and biotechnology marketplace. Its new services include but are not limited to:
With the acquisition, Telerx also gains approximately 100 employees and executive leadership, the company’s outstanding client portfolio and expertise in drug safety.
TelerxNowOffersComprehensivePharmacovigilanceSolutions
• Analysis of Similar Events•DSUR Preparation • End Point Analysis Investigator Notification• Line Listing Generation • SAE Triage
• SAE Data Entry• Call Intake for adverse events, medical inquiry, product
complaint, registry, etc.• FAQ Generation • Safety-Related Medical Writing• And many more!
• BeConnected- Assume virtual connectivity 24/7. Every year consumers become more and more connected — first with the web, then smart phones and social media, and now a combination of all three. In the future, connectivity will only increase, and brands will have to be prepared for the increase. As such, it’s imperative to have the technologies to support mobile interactions and instantaneous responses.
• BeProactive- Take the initiative to have a deeper conversation with consumers beyond the initial interaction. Social media gives the brand a unique opportunity to create an ongoing conversation with the consumer. Instead of waiting for the consumer inquiry as in the past, insert your brand into a consumer conversation to encourage engagement.
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ManyCompaniesTurntoExpertsforPharmacovigilanceandAdverseEventServicesThe healthcare landscape has changed dramatically as a result of the Affordable Care Act and many changes are yet to come. As such, many companies have begun to outsource drug safety and adverse event services in their efforts to drive down costs and comply with the ever-changing regulatory environment. Up until recently, it was typically the small, and even mid-sized companies that overwhelmingly outsourced such services, but now, large pharmaceutical companies are following in their footsteps and turning to the experts to ensure 100 percent compliance with all regulations in the most cost-effective manner. Below is a look at the current outsourcing trends in the pharmaceutical and healthcare industries:
• FieldSalesTeam- The sales landscape has changed dramatically in recent years and as a result, sales teams are no longer meeting with physicians in person. Now, the personal connection is being made via phone or video and virtual detailing is becoming the new norm.
• AdverseEventSupport- Adverse events have the potential to be costly in the long-term if not handled effectively upon notification. Companies are now beginning to spend the time and resources on quickly finding the source of the event, communicating it to key stakeholders and detailing it to avoid crisis situations later down the line.
ToOutsourceorNot...ItMayNoLongerBeanOption
More About Sentrex
Sentrx is a pioneer in the pharmacovigilance outsourcing service and is a leading provider of technology-enabled solutions and services for global drug safety. It helps its clients in the pharmaceutical, biotechnology, medical device and consumer health industries document the safety profiles of their products during clinical development and post-approval, enabling them to minimize risks and maximize benefits.
Telerx Expands Capabilities Through Acquisition of
Sentrx Safety Solutions (con’t)
• PatientSupport- In their efforts to connect with patients, pharmaceutical companies are marketing themselves as “more than the pill” with their patient support lines, in order to differentiate themselves from generic competition. Contact centers are staffed with highly trained professionals, including Registered Nurses and dieticians, in order to provide patient support services like smoking cessation and health coaching, among others.
• CrisisManagementRecallSupport- During any given recall, the need to make thousands of contacts, often with only hours of advance notice, is the norm. In order to respond appropriately and responsibly, many companies are outsourcing their call center so their brand can better respond to the high volume of contacts. Given the recent increase in the amount of recalls in the pharmaceutical industry and the subsequent media and social media attention, efficiency and responsiveness has never been more important.
Why the change?
With the implementation of the Affordable Care Act, companies are striving to be as efficient as possible and only sticking to those services that are key to their core business in order to decrease costs for the patient and the business. At the same time, the industry is making a switch from volume of care to quality of care, and as such, creating a connection with the patient becomes paramount. Companies large and small are left with one option — to outsource. With the help of a trusted partner, companies gain additional staff, call center infrastructure, best practices, operational efficiencies, quality, expertise, compliance, and over time, decreased costs.
Future
The trend of outsourcing is on the rise with U.S. adverse event reporting expected to reach $1 billion by 2016. However, experts are expecting to see the emergence of telemedicine and data collection playing a huge role in the pharmaceutical and healthcare outsourcing industries, in addition to a growth in adverse event reporting.
To Outsource or Not...It May No Longer Be an Option (con’t)
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Source: http://www.pharmpro.com/articles/2013/01/2013-trends-outsourcing Source: http://www.raps.org/focus-online/news/news-article-view/article/3460/report-shows-big-increase-in-pharmaceutical-recalls-led-
by-compounding-pharmacy.aspx
AnOverviewofEdgeRankandWhatitMeansforYou
For anyone working in the social media space, there’s one term to know and understand — EdgeRank, Facebook’s term for the algorithm used to determine what is shown in users’ News Feeds. It may not seem like much to the “average Joe,” but for brands, it’s arguably one of the most important factors to keep in mind when determining a page’s messaging and content. Because the average Facebook user spends one quarter of their time on Facebook scrolling through his or her News Feed, and typically does not return to the brand page after the initial “like,” it’s critical for brands to understand how the News Feed works. With EdgeRank, brands can capitalize on the opportunity to reach their consumers as they scroll through friends’ photos, statuses and other content.
The infographic to the right explains what EdgeRank is and how brands can use it to their benefit:
Lucky for brands, there are some key steps you can take to improve EdgeRank performance and get the most News Feed exposure:
1. Keep it short. Posts ranging between 100 and 250 characters are typically best for fan interaction.
2. Be visual. Posts with albums, photos and videos receive much more interaction than those without.
3. Ask for what you want. Posts that ask simple questions and encourage specific actions, i.e. “Like,” “Comment” or “Share” engage more fans.
Infographic:EdgeRank101
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Telerx is here to help.
Many of the world’s most prestigious companies rely on Telerx to help them build brand loyalty – and their bottom lines – by transforming the customer experience. www.telerx.com
1.800.2TELERX|[email protected]|www.telerx.com723 Dresher Road | Horsham, PA 19044
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Infographic:EdgeRank 101 (cont’d)
Telerx has a strong tradition of community involvement in each of the five call center locations across the U.S. Each quarter, we will highlight one standout location for its charity efforts.
In the second quarter of 2013, our Kings Mountain location was busy supporting Relay for Life through multiple fundraisers, including breakfast and bake sales, car washes, raffles, and more! Together they raised a total of $3,617 for cancer research.
TelerxCaresCommunityStandout
Copyright © 2013 Telerx. All Rights Reserved. The information provided in this newsletter is for educational purposes only. It constitutes Telerx’s opinions and ideas and is provided on an “as is” basis.
4. Post daily. Since most fans aren’t viewing content on a brand’s page, frequent postings increase the chances of them seeing the messaging.
5. Be relevant, but not pushy. Ensure content is relevant to the brand and its industry, but don’t necessarily always mention the brand.
6. Be timely. Try posting content at different times to find out what works best for the brand and its fans. Remember that the best time may not always be during business hours.
Source: http://mashable.com/2013/05/07/facebook-edgerank-infographic/
