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Best Practices, LLC Strategic Benchmarking Research
Deploying the iPad or Android-Based Tablet
to Managed Markets Teams:
B...
Table of Contents
Executive Summary 2
 Research Overview 3
 Participating Companies 4
 High Level Key Trends Observed 5...
Topics IncludedStudy Overview
Research Objective: This survey focuses on key
challenges, lessons learned and best
practic...
Participating Companies Represented Various Regions
Benchmark Class
Seventeen respondents from 14 companies participated i...
Several Key Question Must Be Considered While Deploying
iPads
With increasing adoption rates of iPads amongst physicians a...
 One of the challenges that field reps face revolves around content. The
availability and quality of content is the most ...
iPads Deployment Underway for Managed Market Members
The level of deployment varied widely across the benchmark class. Onl...
18%
35%
41%
59%
71%
82%
Other
Collateral Certification (Must
Obtain Clearance Before
Distributing Certain Collateral)
Secu...
Internal IT Leads iPad Integration With Existing Infrastructure
Many organizations worry about integrating iPads into thei...
Security Planning Critical For Data Confidentiality
A major area of concern when rolling out mobile technology to field fo...
CRM Utilization on iPad Rising, iRep Top CRM Software
CRM software is critical for collecting important customer informati...
7%
7%
13%
13%
20%
27%
27%
27%
33%
33%
47%
Defining KPI
Connectivity
Application Development and Updation
StakeHolders' Buy...
Best Practices, LLC
6350 Quadrangle Drive, Suite 200
Chapel Hill, NC 27517
www.best-in-class.com
919-403-0251
bestpractice...
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iPad and Android Tablet Deployment to Managed Markets Teams: Training and Effectiveness Benchmarks

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Given the high adoption rate of iPads in the health care workplace environment, it is not surprising that these devices have become fairly mainstream when it comes to presenting into payer customers. However, deploying such devices into the field requires significant planning, resources, and training to make the investment a success.

Best Practices, LLC undertook benchmarking research to identify best practices for deploying and integrating the iPad and other Android Tablets as innovative tools for managed markets teams.

Download Full Report: http://bit.ly/2cFh3ml

Published in: Devices & Hardware
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iPad and Android Tablet Deployment to Managed Markets Teams: Training and Effectiveness Benchmarks

  1. 1. Best Practices, LLC Strategic Benchmarking Research Deploying the iPad or Android-Based Tablet to Managed Markets Teams: Benchmarking Training and Effectiveness
  2. 2. Table of Contents Executive Summary 2  Research Overview 3  Participating Companies 4  High Level Key Trends Observed 5  Key Findings & Insights 6  Current State of iPad Deployment 9  Training for iPad Devices 15  iPad Integration and Systems Development 22  iPad Security and Compliance 26  Productivity Applications for iPads 34  Field Usage and Measuring Effectiveness 39  Top Challenges & Keys Success Factors for iPad Deployment 50  Universe of Learning: Key Demographics of Participating 57 Companies  Appendix 61 2 Copyright © Best Practices, LLC
  3. 3. Topics IncludedStudy Overview Research Objective: This survey focuses on key challenges, lessons learned and best practices when deploying iPads or Android-Based tablets to large customer-facing commercial groups within BioPharma and Medical Device organizations. Research findings provide industry metrics that can serve as a reference point leaders planning to deploy iPads for Managed Market teams. Methodology: Best Practices, LLC engaged 17 executives managers at 14 companies through a benchmarking survey instrument. All participants share leadership and oversight of Sales, Training, and Commercial groups at their healthcare organizations. Research Project Objectives, Methodology & Results The iPad is rapidly taking its place as one of the more popular technological innovations for managed markets teams at bio-pharma and medical device companies. However, deploying iPads into the field requires significant planning, resources, and training to make the investment a success.  Training  Content Delivery and Usage  Syncing Tablets with CRM Systems  Security and Compliance Concerns  Measuring Effectiveness  Challenges and Best Practices
  4. 4. Participating Companies Represented Various Regions Benchmark Class Seventeen respondents from 14 companies participated in this study. More than one-third are directors, senior directors or vice presidents, and 75% represented bio-pharmaceutical industry. More than 80% of the respondents are from the United States. 4 Copyright © Best Practices, LLC
  5. 5. Several Key Question Must Be Considered While Deploying iPads With increasing adoption rates of iPads amongst physicians and patients these devices have risen beyond just technology upgrades to become integral part of strategy and processes. Pharmaceutical companies in order to realize full benefits of iPads, require a strong mobility strategy that can integrate pre-existing processes and systems with these devices at the outset. 5 Copyright © Best Practices, LLC Competitive Advantage and ROI - Build or buy? -Differentiation or transformation? - What is the ROI? - Ancillary benefits? Business Justification - Should the Mobile Effort be embarked upon - What should the approach be? - What is the right timing and timeframe for this effort? - What is it going to cost? - Risks and rewards? - 2-3 years roadmap? Architecture - Backend integration? - Mode of deployment? - Device strategy? - Appropriate platforms Process Impacts - What processes will change? - Any new processes? - Organizational change? - Impact on security? Success Factors - Mobility partner(s)? - Roadmap and long-term plan? - Organizational readiness? Governance - Portfolio management for business value? - Standards and policies? - Decision-making/funding for PoCs? Skills and Competencies - Technology skills (core vs. context)? - Onshore vs. Offshore? - Buy vs. organic growth? Source: http://www.cognizant.com/InsightsWhitepapers/How- to-Properly-Deploy-the-iPad-Within-the-Pharma- Sales-Force.pdf.
  6. 6.  One of the challenges that field reps face revolves around content. The availability and quality of content is the most challenging aspect of iPad deployment in the commercial organization. With iPads being less effective than laptops in manipulating or re-purposing collateral, the appropriate material needs to be ready and available.  The content must be refreshed regularly so that reps don’t use incorrect and old content. Companies should have a content refreshment strategy in place to provide updated content on a regular basis. Robust Content Management Strategy Is A Must Identify KPIs, Measure Performance, Seek Feedback 6 Copyright © Best Practices, LLC High-Level Key Findings for Deployment This study captured wide-ranging insights and recommendations for the implementation process of iPads for managed market teams. Proactively Provide Training  Training is critical in deploying devices such as the iPad. Appropriate training will make reps or account managers comfortable with technology, prompting them to use the device.  Training must focus not only on how to use the device, but also on how to enable the customer to interact and use the iPad. Training should cover real- life situations for reps. Also they should provide training that might cover new application, sales and marketing materials.  It is critical to measure performance of reps using iPads on a regular basis. For this to happen, identify the appropriate performance indicators and plan the frequency at which they will be measured.  Also continuously seek feedback from end-users and client. Discuss the challenges that reps are facing while using devices. This will help companies strategies on various important fronts like content, software integrations, etc. Executive Summary
  7. 7. iPads Deployment Underway for Managed Market Members The level of deployment varied widely across the benchmark class. Only around one-third of the benchmark partners have deployed iPads for their Managed Market teams. (n=59) Please assess the state of implementation of iPads/Android-Based tablets in your commercial organization. (Check all that apply). If deployment if complete please specify since how many months/years 7 Copyright © Best Practices, LLC State of Implementation: Deployment Tenure (in Months): 2013 24.0 17.5 18.0 12.0 75th%ile Mean Median 25th%ile (n=15) 69% 27% 29% 17% 3% Tablets have been distributed to all field-based Sales force members Tablets have been distributed to Sales force members on key brands Tablets have been distributed to Managed Markets account representatives Tablets will be distributed to Sales force members in the next year Tablets will be distributed to the Managed Markets account representatives in the next year
  8. 8. 18% 35% 41% 59% 71% 82% Other Collateral Certification (Must Obtain Clearance Before Distributing Certain Collateral) Security Usage Compliance Presentation Skills General iPad/Android Function Training Companies Train On Multiple iPad Usage Fronts Eighty-two% of the companies provide general iPad functional training to managed market teams. A majority of companies also provide usage compliance training and skill training for iPad-based presentations. Seventy% of benchmark partners offer less than half day training for managed market teams. What types of training does your organization use when new tablets are distributed? (Check all that apply) 8 Copyright © Best Practices, LLC Training Type: (n=17) * *Others: Typical Sales Aid training, Marketing material training, Messaging Training, Two Hours, 35% Half Day, 35% Whole Day, 12% More than One Day, 18% Training Duration:
  9. 9. Internal IT Leads iPad Integration With Existing Infrastructure Many organizations worry about integrating iPads into their current technology network, which often is not an Apple platform. Three-fourths of respondents have handled the challenge with their internal IT group, while 19% of companies have enlisted support from vendor groups. (n=16) What group is responsible for streamlining and integrating iPads/Androids into existing computer networks? (Choose the best option) 9 Copyright © Best Practices, LLC Device Integration Responsibility: *Others : Interactive Marketing Top Vendors: • Entree Health and MEV, • InTouch IT, 75% Vendor, 19% Other, 6%*
  10. 10. Security Planning Critical For Data Confidentiality A major area of concern when rolling out mobile technology to field forces is keeping the device and proprietary content secure. Almost all of respondents already have systems in place, most often monitored by their internal IT organization. At 93% of benchmark companies, the security plan gets activated when the device is either reported lost or stolen. (n=16) Do you have a set security procedure in place for when tablets are misplaced or stolen? If a security plan is in place, what triggers the plan to be executed? 10 Copyright © Best Practices, LLC Security Planning Trigger to Activate Security Plan * *Others: Will be all reported lost/stolen, no activity, incorrect password 5 times (n=15) 94% 6% Yes No 100% 80% 60% 40% 20% 0% The device is reported stolen or lost, 93% Other, 7%
  11. 11. CRM Utilization on iPad Rising, iRep Top CRM Software CRM software is critical for collecting important customer information. Thirty-seven% of companies either have a CRM system in place, while 46% plan to deploy one in the next 12 months. iRep (42%) continues to be the top CRM vendor followed by Sales Force (25%). (n=16) Do you currently have CRM apps installed on iPads/Android tablets in the field? If CRM apps are currently in use, with which of the following vendors have you had a positive experience?: 11 Copyright © Best Practices, LLC Integration With CRM Top CRM Vendors (n=12)*Others: Veeva * Yes, 37% No, 17% Planning to in the next 12 months, 46% 42% 25% 17% 8% 8% iRep Sales Force Cegedim Mobile Intelligence Internally Created Application Other
  12. 12. 7% 7% 13% 13% 20% 27% 27% 27% 33% 33% 47% Defining KPI Connectivity Application Development and Updation StakeHolders' Buy-in Others Standardization/Compatibility Training Usage Adaptibility/Resistance Technical Difficulties Content Content Is Top Challenge Faced While Deploying iPads Benchmark partners in the study shared some the top challenges that they encountered while deploying iPads at their organization. Around half of the participating companies faced content related problems while implementing iPads for their managed market teams. One-third faced technical problems and adaptability issues. (n=39) What are the top three challenges you encountered when deploying iPads/Android Devices within your commercial organization? 12 Copyright © Best Practices, LLC Top Challenges: * * Others listed on Slide number: 65
  13. 13. Best Practices, LLC 6350 Quadrangle Drive, Suite 200 Chapel Hill, NC 27517 www.best-in-class.com 919-403-0251 bestpractices@best-in-class.com About Best Practices, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics, and winning strategies of world-class companies. 13 Copyright © Best Practices, LLC

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