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CRM for Life Sciences
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CRMFOR LIFE SCIENCES
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Life Sciences & Healthcare Sector
Life Sciences
Pharma Medical devices Healthcare(Providers)
Biotech
Drug Delivery
Diagnostics
Branded/Generics
Over-the-Counter
Vitamins
Medical Equip.
Devices
Hospital
Nursing & Residential Care
Ambulatory Services
Segments addressed in this presentation
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Massive Technological Disruption in Life Sciences & Healthcare Sectors
Fractured
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Realities of Today
•Rising power of special interest groups•Computer comfort and literacy rises as web access explodes•Alternative medicine becoming more prevalent•Educated consumers demanding evidence-based medical care•Continued legislation and regulatory oversight•Rising cost of Healthcare
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The Dynamic State of Healthcare
Uncertain Future
Consumer Dissatisfaction
Colossal Changes in Technology
Spiraling Costs
RegulatoryLegislation
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Trends in the Industry
1
2
3
4
Shift in healthcare decision power
Deregulation of pharma markets
Increased patient contribution
Increased tendering
Substitution, INN-Prescribing
Chains, Obama care & free pricing
Co-Payments
Contracts with insurances, hospitals, corps.
Government stepping in & getting more involved
Increased regulation5
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The Great Healthcare Opportunity
•Meet legislative compliance•Control costs•Enhance customer service•Use Technology as Competitive Advantage•Flexibility for an uncertain future
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Wireless Revolution
•Broadband•Wireless, 3G, 4G•Smart cards, Smartphones•Incredible PCs with microphones and cameras•Tablets, iPads
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Leading to Paperless Revolution
Links & Reference
Reps as Concierge
Security & Profiles
eDetails
Access to Files
Sampling\Demo Units
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Data Points
Sarasota Memorial Hospital using Blackberries on
critical care floors
University of Pittsburgh deploying mobile devices for
nurses on patient floors
Healthcare Mobile Devices Forecast To Gain 7%
> Read More Here > Read More Here > Read More Here
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Business Issues | Business Opportunities
•HIPPA Requirements•Increasing Healthcare costs unsustainable (Defined Contribution)•Business Processes re-invention•Cost Reduction•Customer satisfaction•Moving to SaaS/ASP model (cloud computing)•Competition from places you never thought of•Industry consolidation
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Harmonization of CRM Across the Enterprise
Clinical CRMMarketing/Outreach
Management
Customer Service/Response Management
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Harmonization of CRM Across the Enterprise
Patient, Provider, Payor Focus
Vendors, Suppliers, Servicers
Meet Compliance Imperatives
Clinical, Outreach, Response Management, Customer Service
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Data Points
Electronic Record keeping and Prescriptions•Accessing Health Care Data
While Out of the Office•Patient Illustration and
Education• iPad as Medical Reference• iPad for Home Care Workers
and Social Services
> Read More Here
-EnterpriseMobileToday
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Clinical CRM
Provider/Facility/Patient Management
Visits & Scheduling
Interaction History
Association/Referral Management
Routing & Activity Management
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Provider/Facility/Patient Management
•Leverage Key Relationships and Affiliations
•Define account strategy•Physician, KOL, Patient, Organization Management
•View and manage facilities, people, providers, influencers and other medical related data (Rx, NDC, IMS, etc.)
•Manage outcomes, samples, reimbursement inquiries
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Visits & Scheduling
•Integrate calendar and scheduling with Outlook
•Manage multiple HCP locations•Increase Collaboration•Targeting and Segmenting for improved performance
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Interaction History
•Simple and Fast data entry•Execute call tracking and distribution activities in real-time - from sample requests to sample disbursements
•Completely eliminate paper documents•Complete Call, sampling an signature activities faster than ever before
•Launch eDetailing from within a Doctor’s record in CRM
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Association & Referral Management
•View and management HCP location and association details
•Easily track referrals from HCP and facilities (Connections)
•Target and Segment based on associations and referrals
•Enable customer profile updates in real time
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Routing & Activity Management
•Quickly create optimized travel routes•Efficiently detail calls, details, events and HCP requests (tasks)•Geographic views of HCP's, facilities, and related activities•Goal tracking and performance management
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Target Information List & Distribution
Event Planning & Management
Information Distribution
Event Registration though Portal
Event Attendance/Success Rate
Marketing/Outreach Management
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•Quickly and easily create powerful queries to target and segment•Identify the right targets, efficiently execute campaigns•Share with users, departments and teams•Link target lists to call plans, activities, and events
Target Information List & Distribution
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•Manage A- Z of Events, Lunch n Learn, Education•HCP/Patient Registration from Portal•Track Registrants / Attendees•Collaboration with external agencies and event planners through Partner portal
Event Planning & Management
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Create Cases for Requests/Complaints from Portal
View Past / Open Issues
Share with appropriate teams (reps, MSL's, CSR's, etc.)
Expose Billing, Sales, Marketing data to external partners/customers
Automatically log survey results back to CRM records
Customer Service/Response Management
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•On-board and train new Customer Service Representatives (CSRs) quickly•Increase CSR utilization and retain quality CSRs•Provide a consistent, effective experience across all contact touchpoints•Meet regulatory compliance tracking for all interactions•Increase First Call Resolution and decrease Average Handle Time
Customer-Care Dashboard
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Next Steps
Visit the Infinity Info website, social sites or call us to learn more about CRM for Life Sciences.
Learn More About CRM for Life Sciences at Infinityinfo.com
Call (800) 354.4228 Infinity Infos Social Presence
Infinity Info Systems is an award winning Life Sciences consulting and services firm specializing in customer relationship management (CRM) and business analytics systems. The single greatest force behind our success is a commitment to total client satisfaction. Read our client testimonials and case studies.
Through proven solutions that extend Microsoft Dynamics CRM, QlikView and Sage SalesLogix, Infinity can help you increase revenue, reduce costs and streamline operations to gain competitive advantage.
With Infinity Analytics, you can capture, measure and analyze customer information to better manage current and future needs of customers and improve overall business performance.
Our consultants deliver value according to your specific requirements, timeline and budget by combining insight, innovation and our proven solution delivery methodology.
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