The document proposes an Enterprise 2.0 project called ALK Enterprise 2.0 Platform to improve patient adherence through a social approach. It involves building online communities for patients, physicians, and ALK employees on websites like www.allergia.it, www.wikialk.it, and www.wikiallergia.it. These sites would provide disease management resources and integrate data from ALK's customer relationship and order fulfillment systems to better track patient adherence and support multiple touchpoints along a patient's treatment journey.

1. ALK
ENTERPRISE 2.0 PROJECT:
a “SOCIAL” APPROACH
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ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

2. PATIENTS’
ADHERENCE
PHYSICIANS
COMMUNITY
ON LINE
“SOCIAL” TOOLS
TO BUILD AND SHARE
COLLECTIVE INTELLIGENCE
AND
PROJECTS
PATIENTS
COMMUNITY
ON LINE
ONE-TOUCH
KM
SYSTEM
MULTI-TOUCH
CUSTOMER SERVICE
ALK
ENTERPRISE 2.0
PLATFORM
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

3. ALK ENTERPRISE 2.0 PLATFORM
ARCHITECTURE AND TOOLS
INTELLIGENT REPOSITORY
FORUM/WIKI CONTENT MANAGEMENT
COMMUNITY ON LINE
“GOOGLE” SEARCH AND TAGS
INSTANT MESSAGING
SAP DATA
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

4. Patients Adherence Design
by
ALK ENTERPRISE 2.0
platform
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

5. a “ multi-touch points” approach
ALK
PATIENT
ADHERENCE
touch points
ALK customer service dept.
payments and logistics
Medical dept.
marketing dept.
sales force
family physicians
other patients experienced
with immunotherapy
social network
allergist
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

6. Many reasons for non-adherence
regimen (adverse effect or no remission of
symptoms)
poor instructions
poor provider-patient relationship
poor memory
patient disagreement with the need for
treatment
inability to pay for it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

7. designing an
“adherence journey”
www.allergia.it
www.wikiallergia.it
www.wikialk.it
e-prescription
desease management
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

8. www.allergia.it
on line updated useful info
for patients
orders
product delivery and logistics
vaccines and immunotherapy: instructions
main actions calendar(reorders)
e-mail remainders
visualise the “three years journey” and goal
achieved
on line therapeutic regimen
not only “scientific” information for patients
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

9. not only PRODUCT information for allergists
www.allergia.it
on line updated useful info
for ALK
PHYSICIANS
PATIENT’S PRECRIPSTION & ORDER
PATIENT’S product delivery and logistics
PATIENT’S STATUS ON REGIMEN
ADHERENCE
LIST OF ALL PHISICIAN’S PATIENTS
WITH PRESCRIPTION DATA
ALLERT ABOUT NON-ADHERENCE
PATIENTS
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

10. Moving toward Customer service focused on adherence:
THE WIKIALK HUB
(1) all departments, where the
patient may go with complaints
or question ( this includes
sales, medical dept.,
marketing), are included in a
fast on line information flow,
constantly updated
(2) all the employees in these
departments are allowed to
listen and give the right answer
(3) all the issues related to patient
are scheduled and registered on
a record that represents the
relationship’s story between the
company and the customer
notifications system
by wikialk HUB
notifications
management by
wikialk HUB
patient card on web
by wikialk HUB
expected benefits
reduced average response
time for posted questions
increase in the percentage
of problems solved with
patient satisfaction
reduction of inbound and
outbound calls
toolsactions
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

11. “www.allergia.it”
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

12. www.allergia.it
www.wikialk.it
www.wkiallergia.it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

13. for the alk
precribers
&
for the alk
customers/patients
www.allergia.it
www.allergia.it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

14. the on line ALK
employees
community
www.wikialk.it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

15. www.wikiallergia.it
the on line physicians
community interested
on immunotherapy
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

16. • business process reengineering
• change management releted to
“social” and collaborative approach
• data transfer from SAP/ERP to
web-based platform
issues?
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010

17. ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010