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CRM for Life Sciences

CRM for Life Sciences

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  • 2. Life Sciences & Healthcare Sector Segments addressed in this presentation Life Sciences Healthcare Pharma Medical devices (Providers) Biotech Medical Equip. Hospital Nursing & Residential Drug Delivery Devices Care Diagnostics Ambulatory Services Branded/Generics Over-the-Counter Vitamins
  • 3. Massive Technological Disruption in LifeSciences & Healthcare Sectors Fractured
  • 4. 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
  • 5. The Dynamic State of Healthcare Consumer Regulatory Dissatisfaction Legislation Spiraling Colossal Changes in Costs Technology Uncertain Future
  • 6. Trends in the Industry Substitution, INN- 1 Shift in healthcare decision power Prescribing Chains, Obama care & 2 Deregulation of pharma markets free pricing 3 Increased patient contribution Co-Payments Contracts with 4 Increased tendering insurances, hospitals, corps. Government stepping 5 Increased regulation in & getting more involved
  • 7. The Great Healthcare Opportunity•Meet legislative compliance•Control costs•Enhance customer service•Use Technology as Competitive Advantage•Flexibility for an uncertain future
  • 8. Wireless Revolution•Broadband•Wireless, 3G, 4G•Smart cards, Smartphones•Incredible PCs with microphones and cameras•Tablets, iPads
  • 9. Leading to Paperless Revolution Links & Reference eDetails Reps as Concierge Access to Files Security & Profiles SamplingDemo Units
  • 10. Data Points Sarasota Memorial Hospital University of Pittsburgh Healthcare Mobile Devices using Blackberries on deploying mobile devices for Forecast To Gain 7% critical care floors nurses on patient floors > Read More Here > Read More Here > Read More Here
  • 11. 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
  • 12. Harmonization of CRM Across the Enterprise Marketing/Outreach Clinical CRM Management Customer Service/ Response Management
  • 13. Harmonization of CRM Across the Enterprise Patient, Provider, Payor Focus Vendors, Suppliers, Servicers Meet Compliance Imperatives Clinical, Outreach, Response Management, Customer Service
  • 14. 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 -EnterpriseMobileToday > Read More Here
  • 15. Clinical CRMProvider/Facility/Patient ManagementVisits & SchedulingInteraction HistoryAssociation/Referral ManagementRouting & Activity Management
  • 16. 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
  • 17. Visits & Scheduling•Integrate calendar and scheduling with Outlook•Manage multiple HCP locations•Increase Collaboration•Targeting and Segmenting for improved performance
  • 18. 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
  • 19. 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
  • 20. Routing & Activity Management•Quickly create optimized travel routes•Efficiently detail calls, details, events and HCP requests (tasks)•Geographic views of HCPs, facilities, and related activities•Goal tracking and performance management
  • 21. Marketing/Outreach ManagementTarget Information List & DistributionEvent Planning & ManagementInformation DistributionEvent Registration though PortalEvent Attendance/Success Rate
  • 22. Target Information List & Distribution•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
  • 23. Event Planning & Management•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
  • 24. Customer Service/Response ManagementCreate Cases for Requests/Complaints from PortalView Past / Open Issues Share with appropriate teams(reps, MSLs, CSRs, etc.)Expose Billing, Sales, Marketing data toexternal partners/customers Automatically log survey results back toCRM records
  • 25. Customer-Care Dashboard•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
  • 26. Next StepsVisit the Infinity Info website, social sites or call us to learn more aboutCRM for Life Sciences.Infinity Info Systems is an award winning Life Sciences consulting and services firm specializing in customer relationship management (CRM) and businessanalytics 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 andstreamline 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 overallbusiness performance.Our consultants deliver value according to your specific requirements, timeline and budget by combining insight, innovation and our proven solution deliverymethodology. Infinity on Twitter Infinity on Facebook Infinity on Slideshare Learn More About CRM for Life Call (800) 354.4228 Infinity Infos Sciences at Social Presence