“ Expertise at First Contact” submitted by  CenterFirst Consulting, LLC
Table of Contents <ul><li>Mission and Services </li></ul><ul><li>Service Descriptions </li></ul><ul><li>Clients </li></ul>...
Mission and Services 03/02/10 <ul><ul><li>We provide services to help global bio-pharmaceutical leaders maximize the value...
<ul><li>Benchmarked solutions for contact center infrastructure, technology, governance, organizational design and operati...
<ul><li>Best in class contact center operations </li></ul><ul><li>Innovated programs that align brand objectives, physicia...
<ul><li>Contact center sales strategy and staffing models to ensure effective coverage of customer targets </li></ul><ul><...
<ul><li>Performance improvement programs delivered by training professionals based on proven methodology </li></ul><ul><li...
<ul><li>Independent monitoring of contact center agents by qualified and trained professionals </li></ul><ul><li>Individua...
<ul><li>Deep regulatory expertise matched with contact center operations experience </li></ul><ul><li>Technical writing sk...
Clients 03/02/10
Leadership Team <ul><ul><li>Founder with 23 years of business experience and 16 years in the pharmaceutical industry inclu...
Case Studies
Case Study #1 - Maximizing the Use of the Contact Center Channel via Patient Adherence and Compliance Programs Top 10 Glob...
03/02/10 Issue: (1) Are we using the contact center channel effectively, and (2) Are we prepared to support our current an...
Case Study #2 - Cross-Functional Governance and Global Contact Center Approach Medium Sized Global Pharma Company Case Stu...
03/02/10 Resolution: Contact center governance and global contact center approach were developed with management to delive...
Case Study #3 - Concept Design &  Development and Full Implementation of Medical Information Contact Center Top 10 Global ...
03/02/10 Concept Generation Resolution: New Medical Information contact center was designed and implemented to deliver in-...
Case Study #4 – Maximizing Contact Center (Inside) Sales to Cover Growing Product Mix and Customer Base Top 10 Global Phar...
03/02/10 Resolution: Develop new contact center (Inside) sales skills to deliver critical account coverage for pharma sale...
References and Testimonials <ul><li>Marla Hochfeld, M.D. - Executive Medical Director - Neuroscience - Novartis </li></ul>...
Process Model 03/02/10 <ul><li>Analyze and Design </li></ul><ul><ul><li>Mission, Strategy, and Operations Review </li></ul...
“ Expertise at First Contact” 03/02/10
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Center First Exp At 1st Contact 2010

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Center First Exp At 1st Contact 2010

  1. 1. “ Expertise at First Contact” submitted by CenterFirst Consulting, LLC
  2. 2. Table of Contents <ul><li>Mission and Services </li></ul><ul><li>Service Descriptions </li></ul><ul><li>Clients </li></ul><ul><li>Leadership Team </li></ul><ul><li>Case Studies </li></ul><ul><ul><li>Patient Adherence Program </li></ul></ul><ul><ul><li>Global Contact Center </li></ul></ul><ul><ul><li>Medical Information Contact Center </li></ul></ul><ul><ul><li>Contact Center Sales </li></ul></ul><ul><li>References </li></ul>03/02/10
  3. 3. Mission and Services 03/02/10 <ul><ul><li>We provide services to help global bio-pharmaceutical leaders maximize the value of the contact center channel </li></ul></ul>Mission Services
  4. 4. <ul><li>Benchmarked solutions for contact center infrastructure, technology, governance, organizational design and operations </li></ul><ul><li>Proven contact center strategy development process </li></ul><ul><li>Project implementation across regions </li></ul><ul><li>Migration between internal and outsourced operations </li></ul><ul><li>Regulatory compliance expertise by geography </li></ul>03/02/10 Global Contact Center Design and Implementation “ Our pharma experts work to design and implement the best contact center solution for achieving your business objectives”
  5. 5. <ul><li>Best in class contact center operations </li></ul><ul><li>Innovated programs that align brand objectives, physician benefits, and patient therapy adherence </li></ul><ul><li>Smooth and efficient implementation using a proven process </li></ul><ul><li>Intelligent reporting with assured privacy and regulatory compliance </li></ul><ul><li>The level of return on investment your brand demands </li></ul>03/02/10 Patient Adherence Programs “ Our turnkey patient adherence programs use the contact center channel to generate the ROI you demand for your brand”
  6. 6. <ul><li>Contact center sales strategy and staffing models to ensure effective coverage of customer targets </li></ul><ul><li>Skills training that help your sales professionals succeed with your most important customers </li></ul><ul><li>Measurements for success that help manage your contact center resources </li></ul>03/02/10 Outbound Contact Center Sales Improvement “ Our professionals help turn your contact center into a revenue generating competitive advantage”
  7. 7. <ul><li>Performance improvement programs delivered by training professionals based on proven methodology </li></ul><ul><li>Training programs tailored specifically to your performance goals (i.e., sales, customer loyalty, increased productivity) </li></ul><ul><li>Measurable improvement with follow-up assessment included as part of every training program </li></ul>03/02/10 Training and Performance Improvement “ To be successful, contact center professionals need access to the right information, the authority to provide the information, and empathy for the customer* – We train for success” * - Fred Smith – CEO of FedEx in an article entitled “The Littlest Things are the Biggest Things”
  8. 8. <ul><li>Independent monitoring of contact center agents by qualified and trained professionals </li></ul><ul><li>Individual and joint coaching sessions with contact center management and staff </li></ul><ul><li>Written reports to document performance results over time </li></ul><ul><li>“ Train-the-trainer” model for your in-house monitoring professional </li></ul><ul><li>Independent evaluation of your outsourced partner on medical accuracy, regulatory compliance, and customer service </li></ul>03/02/10 Independent Quality Monitoring “ Our expertise and independence give you confidence in your quality monitoring program”
  9. 9. <ul><li>Deep regulatory expertise matched with contact center operations experience </li></ul><ul><li>Technical writing skills to document your procedures accurately and efficiently </li></ul><ul><li>Process mapping that translates easily to agent training and improved performance </li></ul><ul><li>SOP templates that have passed Agency inspection </li></ul>03/02/10 Regulatory Compliance Documentation “ Our expertise in regulation and contact center operations ensures your center operates with compliance and efficiency ”
  10. 10. Clients 03/02/10
  11. 11. Leadership Team <ul><ul><li>Founder with 23 years of business experience and 16 years in the pharmaceutical industry including 3 years as Director of the Lilly Answers Center </li></ul></ul><ul><ul><li>MBA – The University of Texas at Austin, CPA, RAC </li></ul></ul>Pete Guillot <ul><ul><li>Principal with 20 years experience building and leading contact centers in the US, UK, India, Malaysia, and the Philippines. Deep expertise in training , operations management and organizational performance improvement </li></ul></ul><ul><ul><li>Masters in Education – Capella University </li></ul></ul>Bill Mugavin <ul><ul><li>Principal with 10 years of pharmaceutical experience in organizational design, training, and business process. Management and director positions at Accenture, Astra Merck, and AstraZeneca (AZ) </li></ul></ul><ul><ul><li>MBA – St. Joseph’s University, Philadelphia </li></ul></ul>Ann McDonnell
  12. 12. Case Studies
  13. 13. Case Study #1 - Maximizing the Use of the Contact Center Channel via Patient Adherence and Compliance Programs Top 10 Global Pharma Company Case Study: Q4, 2009
  14. 14. 03/02/10 Issue: (1) Are we using the contact center channel effectively, and (2) Are we prepared to support our current and future portfolio? Defined Strategy Channel Process $500,000 (~10% of annual budget) in program cost savings recovered and redirected toward improved program effectiveness and capabilities Outcome Resolution: Defined strategy and channel processes optimized brand use of contact center channel
  15. 15. Case Study #2 - Cross-Functional Governance and Global Contact Center Approach Medium Sized Global Pharma Company Case Study: Q1-Q4, 2009
  16. 16. 03/02/10 Resolution: Contact center governance and global contact center approach were developed with management to deliver company-wide advancements Governance Process Global Approach Outcome Improved regulatory compliance, decreased cost per call, advanced cross-functional, cross-company metrics and reporting Issue: (1) How can we improve cross-functional coordination, (2) How do we prepare the contact center organization to support our global growth?
  17. 17. Case Study #3 - Concept Design & Development and Full Implementation of Medical Information Contact Center Top 10 Global Pharma Company Case Study: Q1 & Q2, 2009
  18. 18. 03/02/10 Concept Generation Resolution: New Medical Information contact center was designed and implemented to deliver in-depth medical content with each customer interaction Outcome Develop & Implementation Medical Resources Wins President’s Award for Outstanding Achievement Issue: How do we increase the impact made by the Medical Resources on our customers when and how they want it?
  19. 19. Case Study #4 – Maximizing Contact Center (Inside) Sales to Cover Growing Product Mix and Customer Base Top 10 Global Pharma Company Case Study: Q1 2010
  20. 20. 03/02/10 Resolution: Develop new contact center (Inside) sales skills to deliver critical account coverage for pharma sales division Inside Sales Framework Targeted Approach Outcome Strategy Approved and Recommendation has Moved to Implementation Planning Issue:: In light of the changes to the product mix, how can the contact center (inside )sales team best support the overall sales performance of the division?
  21. 21. References and Testimonials <ul><li>Marla Hochfeld, M.D. - Executive Medical Director - Neuroscience - Novartis </li></ul><ul><li>[email_address] </li></ul><ul><li>(201)274-4689 – cell </li></ul><ul><li>Bill Strickland, PharmD – Senior Director - Medical Resources – AstraZeneca </li></ul><ul><li>[email_address] </li></ul><ul><li>(302)885-7825 </li></ul><ul><li>Bob Harrell, Director – Integrated Marketing – Shire [email_address] </li></ul><ul><li>(267) 255-9866 - cell </li></ul><ul><li>Dwight Blass – Manager Relationship Marketing – Genentech </li></ul><ul><li>[email_address] </li></ul><ul><li>(650)225-1623 </li></ul><ul><li>100% of client references available </li></ul>03/02/10 &quot;We used CenterFirst when we needed to build and develop our entire organization. We started from scratch and have had great results throughout the process.&quot; “ CenterFirst consistently brought the right level of expertise in both strategy and operations that helped us advance in this increasingly critical area of our business.&quot;
  22. 22. Process Model 03/02/10 <ul><li>Analyze and Design </li></ul><ul><ul><li>Mission, Strategy, and Operations Review </li></ul></ul><ul><ul><li>Stakeholder Engagement </li></ul></ul><ul><ul><li>Gap Analysis and Initial Report </li></ul></ul><ul><li>Develop and Implement </li></ul><ul><ul><li>Validated Recommendations </li></ul></ul><ul><ul><li>Organization and Role Development </li></ul></ul><ul><ul><li>Training and Performance Improvement </li></ul></ul><ul><ul><li>Implementation Management </li></ul></ul><ul><li>Communicate and Measure </li></ul><ul><ul><li>Change Management </li></ul></ul><ul><ul><li>Metrics and Reports </li></ul></ul><ul><ul><li>Continuous Improvement </li></ul></ul>Model Description
  23. 23. “ Expertise at First Contact” 03/02/10

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