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Customer focus is the core and the basis for all commercial activities for pharma. Customers, physicians and patients expect effective therapies in drugs and support. Sustainable relations with customers are necessary to build trusted relations to create a cooperation to realize that. This tells you how to!
Welcome to the customer revolution - how insurers can drive profitability and...EY
EY's customer centricity presentation shows how insurers can drive profitability and market leadership through better customer relationships and a focus on innovation.
For more information on the journey insurer's are taking towards customer centricity including results of EY's Global Consumer Insurance Survey 2012 report "Voice of the Customer", visit: http://www.ey.com/GL/en/Industries/Financial-Services/Insurance/The-journey-toward-greater-customer-centricity
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In our latest report, “Making the Shift: Healthcare’s Transformation to Consumer-Centricity” Prophet interviewed more than 50 executives across the U.S., Europe and Asia, from healthcare organizations including hospital systems, payers, pharmaceutical companies and digital health companies to identify the five keys shifts that healthcare organizations need to make to become more consumer-centric.
Learn key findings from each of the five shifts including the challenges and solutions organizations face to become more consumer-centric.
Prophet 2014 Healthcare Exchange Consumer Study ResultsProphet
Eight million people signed up for insurance plans via public exchanges in the first year of the Affordable Care Act, yet an estimated 40+ million still remain uninsured. When annual enrollment opens again in October, how should companies change their tactics and targets based on experiences in year one? It’s time to learn from year one, and plan for year two and beyond.
We've released our findings from our 2014 survey of consumer attitudes and experiences with the Affordable Care Act’s first healthcare exchange open enrollment period. The survey of 1000 American adults shows that while nearly half of respondents plan to purchase healthcare on the exchange in the future, concerns over cost, confusion over subsidies and general distrust of health insurance companies persist.
To hear the audio that accompanies these slides, watch a recording of our webinar here: http://bit.ly/1vbOvUO.
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Eularis made extensive efforts to provide the most insightful information about this fast moving subject. This involved:
* Surveying over 200 UK-based general practitioners about their attitudes to Pharmaceutical sales representatives and eDetailing,
* Carefully assessing the current regulatory environment in the UK and how eDetailing programs could be affected,
* Sourcing case studies of ROI from the USA,
* Extensive research into vendor companies and their market positions,
* Strategic considerations and advice.
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Liberty university busi 311 quiz 4 complete solutions correct answers slideshareSong Love
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Three different versions
https://www.coursemerit.com/solution-details/20139/Liberty-University-BUSI-311-quiz-4-complete-solutions-correct-answers-A-work
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Eularis made extensive efforts to provide the most insightful information about this fast moving subject. This involved:
* Surveying over 200 UK-based general practitioners about their attitudes to Pharmaceutical sales representatives and eDetailing,
* Carefully assessing the current regulatory environment in the UK and how eDetailing programs could be affected,
* Sourcing case studies of ROI from the USA,
* Extensive research into vendor companies and their market positions,
* Strategic considerations and advice.
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Those healthcare providers that develop strategies, capabilities and analytics to enable the key elements of a superior patient experience—speed to access, convenience, information transparency and personalized service— will be best positioned to outperform their peers.
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Defecation
Normal defecation begins with movement in the left colon, moving stool toward the anus. When stool reaches the rectum, the distention causes relaxation of the internal sphincter and an awareness of the need to defecate. At the time of defecation, the external sphincter relaxes, and abdominal muscles contract, increasing intrarectal pressure and forcing the stool out
The Valsalva maneuver exerts pressure to expel faeces through a voluntary contraction of the abdominal muscles while maintaining forced expiration against a closed airway. Patients with cardiovascular disease, glaucoma, increased intracranial pressure, or a new surgical wound are at greater risk for cardiac dysrhythmias and elevated blood pressure with the Valsalva maneuver and need to avoid straining to pass the stool.
Normal defecation is painless, resulting in passage of soft, formed stool
CONSTIPATION
Constipation is a symptom, not a disease. Improper diet, reduced fluid intake, lack of exercise, and certain medications can cause constipation. For example, patients receiving opiates for pain after surgery often require a stool softener or laxative to prevent constipation. The signs of constipation include infrequent bowel movements (less than every 3 days), difficulty passing stools, excessive straining, inability to defecate at will, and hard feaces
IMPACTION
Fecal impaction results from unrelieved constipation. It is a collection of hardened feces wedged in the rectum that a person cannot expel. In cases of severe impaction the mass extends up into the sigmoid colon.
DIARRHEA
Diarrhea is an increase in the number of stools and the passage of liquid, unformed feces. It is associated with disorders affecting digestion, absorption, and secretion in the GI tract. Intestinal contents pass through the small and large intestine too quickly to allow for the usual absorption of fluid and nutrients. Irritation within the colon results in increased mucus secretion. As a result, feces become watery, and the patient is unable to control the urge to defecate. Normally an anal bag is safe and effective in long-term treatment of patients with fecal incontinence at home, in hospice, or in the hospital. Fecal incontinence is expensive and a potentially dangerous condition in terms of contamination and risk of skin ulceration
HEMORRHOIDS
Hemorrhoids are dilated, engorged veins in the lining of the rectum. They are either external or internal.
FLATULENCE
As gas accumulates in the lumen of the intestines, the bowel wall stretches and distends (flatulence). It is a common cause of abdominal fullness, pain, and cramping. Normally intestinal gas escapes through the mouth (belching) or the anus (passing of flatus)
FECAL INCONTINENCE
Fecal incontinence is the inability to control passage of feces and gas from the anus. Incontinence harms a patient’s body image
PREPARATION AND GIVING OF LAXATIVESACCORDING TO POTTER AND PERRY,
An enema is the instillation of a solution into the rectum and sig
2. CONFIDENTIAL
Introduction
The Michigan Ross MBA program promotes action-based learning experiences where students partner with
industry executives and entrepreneurs to learn about and test ideas. This project was championed by FitX, a
professional and innovation club focused on companies in the mental or physical fitness industry that are
changing how consumers access and manage their health and wellness.
The behavioral and mental health software market is growing significantly and partners at Bridge Builders
Collaborative are exploring how these trends will impact deeper shifts in humanity such as moving from
awareness to integration, from personal to social wellness, and from faster alone to better together.
A student-led Ross team worked directly with Operating Partner Charlie Hartwell to complete a market analysis
on key players, consumer needs, and opportunities within the alternative practitioner marketplace.
3. CONFIDENTIAL
Executive Summary
Challenge:
• The alternative practitioner space generates in excess of $18B annually in the US with over 226K practitioners. This marketplace is
growing yet is highly fragmented.
• Existing practitioners frequently lack the ability or know-how to market their business to new clients and would prefer to focus
their time on practicing instead of managing their business.
• Meanwhile, consumers--the prospective clients of these providers--have insufficient information about the types of treatments
that are available, their efficacy, and the credible practitioners in each field. Technology can help to bridge these gaps.
Opportunity:
• There is ample opportunity for a two-sided marketplace to bring consumers and practitioner together, creating value for both in
the process.
• An ideal product would: market practitioners to consumers; enable online booking and customer relationship management;
educate potential consumers of available evidence-based treatments; match consumers with various therapies in response to
their symptoms; identify trustworthy practitioners via reviews and endorsements, offer a seamless booking process; and benefit
from network effects.
Considerations:
• The marketplace should be created to mirror some of the traits of other successful two-sided e-commerce marketplaces.
Specifically, the pricing structure should be created to encourage continued participation on the platform and the on-boarding
process should be designed to create a switching cost for any practitioner considering a competitor.
• As the healthcare industry continues to evolve, this space faces the risks of additional regulation, consolidation, technological
innovation, and changes in healthcare/insurance policy.
4. CONFIDENTIAL
Rob Kasper
rkasper@umich.edu
Former engineer and future
consultant, interested in innovation
through the VC lens
The Team
Sonja Manning
sonjakm@umich.edu
Former consultant, motivated to
help start-ups in the positive living
industry grow and impact more
consumers
Zachery Eddy
zacherygeddy@gmail.com
Healthcare consultant, focused on
expanding access to evidence-based
care models
Gus Young
gusyoung@umich.edu
Former pro hockey player and future
consultant, interested in the intersection of
health + technology
Payal Parikh
prparikh@umich.edu
Former healthcare consultant,
passionate about advancing
innovation in health and wellness
Rohan Kalra
rkalra@umich.edu
Former IT professional and future
investment banker focusing on the
technology industry
Sonal Thawani
sonalt@umich.edu
Product Manager passionate
about tech + alternative care
7. CONFIDENTIAL
ALTERNATIVE MEDICINE MODALITIES
• Increasing number of adults aged 20 to 64
• Per capita disposable income on the rise
• Increasing integration of complementary and alternative
medicine (CAM) services to allopathic services and
systems
• Scientific evidence and proof of efficacy increasing
• Insurance reimbursement for CAM services becoming
more frequent
MARKET GROWTH FACTORS
Alternative Medicine continues to see consistent growth in
the U.S. market
1
IBISWorld Industry Report, Alternative Healthcare Providers in the US, 2019.
2
2018 Global Wellness Economy Monitor. https:globalwellnessinstitute.org/industry-research/2018-global-wellness-economy-monitor/
• Acupuncture
• Herbal therapy
• Music therapy
• Hypnotherapy
• Yoga
• Energy healing
• Massage therapy
• Reiki healing
• Eye Movement Desensitization
and Reprocessing (EMDR)
• Naturopathy and homeopathy
• And many others!
226K
Providers1
$18B
2019
Revenue1
33%
of the U.S.
use
CAM2
KEY INDUSTRY STATISTICS
9. CONFIDENTIAL
5 key elements characterize the current state of this highly
fragmented industry
• Compete on price and service differentiation
• Word of mouth is key to referrals
• Minimal marketing by practitioners leads to reliance on consumer loyalty
TECHNOLOGY
SCIENTIFIC EVIDENCE
SCALE
EXTERNAL COMPETITION
INTERNAL COMPETITION
• Home health agencies and hospitals are top competitors
• Lack of partnerships between allopathic and alternative practitioners
• Pharmaceutical industry lobbying against alternative treatments
• Size is not a significant advantage, allowing practitioners to operate
independently
• Independent practitioners leads to high fragmentation in the market
• Lack of awareness of highly trained and medically certified organizations
(e.g. Consciousness and Healing Institute)
• Social stigma surrounding alternative health medicine can be negative
• Low penetration of high-tech systems
• Practitioners have been attempting to integrate more technology into
their practices (e.g. patient management systems)
11. CONFIDENTIAL
Primary Care Physicians
are “gatekeepers” and if
alternative methods are
not prescribed by a PCP,
consumers are largely
on their own to
navigate alternative
care.
Consumers rely heavily
on word-of-mouth,
internet searches,
and doctor referrals.
Fragmentation of the
industry leaves finding
the right practitioner
difficult and time-
consuming.
Social stigma, minimal
online community,
and limited access to
evidence-based
research make it
difficult for consumers
to trust alternative
health practitioners.
Booking methods
are inconsistent and
cumbersome across
practitioners so
consumers must
actively seek ways to
contact a practitioner.
Learning about
Options
Accessing a
Practitioner
Trusting a
Practitioner
Booking an
Appointment
The consumer journey reveals major friction points...
Education
Continuing
Engagement
Consumers currently
do not have a way to
track progress or
interact with
providers post-visit.
Less touch-points with
practitioner increases
risk of losing
consumer.
Accessibility Trust Booking Experience Engagement
Friction Point
12. …and friction points create opportunity for value creation
Consumer Pain Points Value Proposition Similar Models
Education Educational content
Matching algorithm
Accessibility
Searchable platform
Scalable platform
Trust
Practitioner vetting
Consumer reviews
Consumer success stories
Booking experience
Scheduling & booking capability
Online payments
Insurance integration
Engagement
User interactions
Group treatment
Progress tracking
CONFIDENTIAL
13. CONFIDENTIAL
Given lack of education on
and access to alternative
practitioners, consumer
acquisition can be slow
and unpredictable, and
marketing may not be
financially viable.
Practitioners also face several friction points when attracting
and retaining consumers
Finding Patients Booking Patients Payment Client Retention
Independent practitioners
are responsible for both
scheduling appointments
and treating consumers.
With outdated software
and limited resources, this
is inefficient and expensive.
Payment relies heavily on
cash in the alternative
practitioner space.
Further, practitioners
currently deal with outdated
POS systems.
Client retention relies on
email lists, postcards, and
phone calls. Clients want
to be able to track progress
and receive consistent
support.
Customer Acquisition Practice Operations Practice Operations Customer Retention
Friction Point
14. CONFIDENTIAL
…and a digital marketplace could simplify practice
management
Practitioner Pain Points Value Proposition
Practice Operations
Scheduling & booking platform
Online payments
Financial management
Customer Acquisition
Searchable platform
SEO optimization
Marketing expertise
Similar Models
Customer Retention
Branded content
Curated email List
Push notifications
Progress tracking
16. CONFIDENTIAL
Educate Consumers
Educate consumers on
evidence-based treatments and
use algorithms to match clients
to treatments
A successful digital marketplace will incorporate six key
investment criteria
Practice Management
Simplify scheduling, booking,
and payment while enhancing
marketing capabilities and
freeing up practitioners for
client work
Increase User Engagement
Create forum for branded
content and a medium for user
interactions to create loyalty
and a community of support
Track Consumer Outcomes
Incorporate impact tracking to
measure consumer success and
increase client-practitioner
communication
Practitioner Needs Fulfilled Consumer Needs Fulfilled
Create Trust
Increase consumer trust with
consumer reviews and ratings,
and a thorough practitioner
vetting process
Alternative
Practitioner
Marketplace
Core
Elements
Increase Accessibility
Increase customer acquisition
with searchable platform and
improve practice visibility and
credibility
Blended Needs Fulfilled
17. CONFIDENTIAL
We have identified 11 key digital marketplace features
that can satisfy investment criteria
Needs FulfilledMarketplace Features
1. Ratings System Trust
2. Practitioner Vetting Trust
3. Educational Content Education
4. Matching Algorithm Education
5. Progress Tracking User Engagement, Tracking Outcomes
6. Client – Practitioner Communication User Engagement, Trust, Tracking Outcomes
7. Appointment Scheduling Accessibility, Practice Management
8. Payment System Accessibility, Practice Management
9. Search Method Accessibility
10. Lead Generation Practice Management, Accessibility
11. Client Management Software Practice Management
19. Start-ups are beginning to enter the space
United States International
Find & book wellness practitioners. Search
thousands of science-backed, trusted practitioners,
trained to help you with your specific health
concerns. Launching soon.
Get health answers & find wellness practitioners
across the US. Connect with Acupuncturists,
Chiropractors, Massage Therapists, Naturopathic
Doctors & more. Launched 2016.
Kensho is a modern guide to holistic health that
makes it easy to find what you need, whether that's
a trusted answer or an expert provider. Launched
January 2020.
Domestic and international companies are beginning to
enter the space
The Oneness Movement aims to educate
potential customers of wellbeing and
connect them with practitioners (No
details on size and revenue model).
Soon to be launched fitness platform based
out of Luxembourg allows users to explore,
find, and book wellness services in the
greater Luxembourg region. Welly has an
integrated matchmaking algorithm to help
connect customers to the services they need.
CONFIDENTIAL
20. Current U.S. Players Overview
Markets NYC & LA NYC & LA National
Founded 2018 2017 2014
Launch Spring 2020 January 2020 2016
Funding Status2 Angel; N/A Seed; $1.3M Seed; $1.2M
Active Practitioners N/A 1K 3K+
Pricing Model1 Booking fees Saas, Booking fees Saas
Revenue N/A ~$600k ~ $1M
Management Team Evaluation
Startup Experience
Education/Skills
Wellness Ties
Source: (1) Company pitch decks, (2) PitchBook (3) LinkedIn
DesirableNot desirable
Overview of major U.S. players
CONFIDENTIAL
21. CONFIDENTIAL
Evaluation of U.S. start-ups against key investment criteria
Increase Accessibility
Lower barriers to care with searchable
platform and frictionless booking and
payment
Create Trust
Increase trust with consumer reviews
and ratings, and a thorough practitioner
vetting process
Simplify Practice Management
Simplify practice management while
enhancing marketing exposure
Track Consumer Outcomes
Incorporate impact tracking to measure
consumer success and increase
credibility
Increase User Engagement
Create forum for branded content and a
medium for user interactions to create
loyalty and a community of support
Educate Consumers
Educate consumers on the most recent
evidence-based treatments and match
their needs to solutions
Needs Fulfilled
1 WellSet has yet to launch which makes comparison slightly more challenging Key:
Thoroughly
addressed
Partially
addressed
Does not
address
22. Backup: Deep dive on platform offerings
1. Ratings System Trust Yes Yes Yes
2. Search Method Accessibility
Practitioner, Conditions,
Specialties
Practitioner, Specialties, Articles
Practitioner, Condition,
Specialties, Articles
3. Educational Content Education No Blogs, Articles Blogs
4. Matching Algorithm Education No Quiz Algorithm
5. Progress Tracking
User Engagement, Tracking
Outcomes
No No Planned
6. Client – Practitioner
Communication
Accessibility, Practice
Management
Planned Planned Consultation Only
7. Appointment Scheduling
Accessibility, Practice
Management
No No No
8. Payment System
User Engagement, Trust,
Tracking Outcomes
No Yes Yes
9. Practitioner Vetting Trust Partial
All practitioners verified
Some background checked
None
10. Lead Generation
Practice Management,
Accessibility
Yes Yes Yes
11. Client Management
Software
Practice Management Yes No Yes
Needs FulfilledMarketplace Feature
Backup: deep dive on evaluation of U.S. start-ups against
key marketplace features
24. CONFIDENTIAL
Current marketplace solutions have unaddressed gaps that
can be considered as opportunities
CONSUMER EDUCATION CONSUMER OUTCOMES
NORMALIZE
ALTERNATIVE MEDICINE
● Limited educational resources
are available for new consumers
seeking to understand the
alternative medicine landscape
● Current demand-matching
algorithms provide consumers
with excessive choice
● Misinformation could be
detrimental to market growth
● There is no standardized method
for tracking the efficacy or safety
of alternative therapies or
practitioners
● Alternative practitioners rely on
consumer testimonials to
establish credibility
● Need to identify what alternative
therapies are most effective for
treating specific conditions
● Lack of partnerships with
credible alternative medicine
organizations and traditional
healthcare stakeholders (e.g.
payers, employers)
● Scientific evidence produced by
organizations such as
Consciousness and Healing
Initiative (CHI) needs to be
broadly socialized to reach new
consumer markets
Current
Offerings
Future State
Marketplace
25. CONFIDENTIAL
An alternative health marketplace is not without risk
Breakthrough
Therapies
• Newly developed
drugs or medical
interventions
could obviate the
need for some
alternative
medicine
therapies.
Practitioner
Consolidation
• Hospital and
physician group
consolidation has
had a significant
impact on
healthcare.
• Alternative practice
consolidation could
similarly alter
current market
dynamics.
External
Competition
• Hospitals are shifting
to patient-centered
care, and integrative
medicine is being
adopted by top
centers.
• Pharmaceutical
companies using
market power to
block advances in
alternative medicine.
• Companies with
established
distribution channels
may also pivot to
alternative medicine.
Increased
Regulation
• Increased adoption
may lead to stricter
regulation.
• Example: the FDA
recently cracked
down on stem cell
clinics that market
unproven and
potentially
dangerous
treatments.
Consumer
Spending
Changes
• Increasing financial
constraints on
consumers could
limit their
willingness to pay
for elective
treatments.
• Patients may
ultimately defer
healthcare in order
to save money.
Healthcare
Policy Changes
• Democratic
presidential
candidates want to
expand healthcare
coverage to more
Americans by
implementing a
single-payer system.
• Policy changes could
impact how patients
seek treatment and
which services are
reimbursed by
traditional
healthcare payers.
The role of healthcare and insurance companies adopting alternative practices, based on lobbying from major companies or
consumers, would make a significant impact on this marketplace.
27. CONFIDENTIAL
Conclusion
Our analysis of the alternative practitioner marketplace resulted in the following takeaways:
• The demand for alternative practices and practitioners is growing, yet the two-sided marketplace is still fragmented. Technology,
especially if embraced by practitioners, will be the key to value creation.
• Platforms within this two-sided marketplace must fufill diverse consumer and practitioner needs. Platforms cannot rely on consumer’s
awareness and trust of alternative medicine; rather platforms must lead the education and build trust of consumers.
• It’s still too early to predict who will “win” in this marketplace, and how many “winners” there can be. However, we believe
Kensho has the strongest foundation and platform model, while DaoCloud has the largest presence and focus on education. WellSet,
while still in Beta, is making a strategic broader wellness play.
• We are entering a new age of services marketplaces; and the alternative practitioner marketplace is ripe for disruption. Digital
technology, as well as Automation and AI, can convene practitioners and consumers in a way that has never been done before.
• Most consumers require education prior to adopting alternative practices, and consumers also trust and continued
engagement with their practitioner and community.
• Most practitioners must build trust to acquire and retain consumers, and a key aspect of that is improving practice
operations to free-up time for practitioners to focus on clients and enhance the consumer experience
Who will best take advantage of opportunities to create value in this marketplace?
Investors, entrepreneurs, practitioners, and consumers should closely follow the evolution of this marketplace.
28. APPENDIX
• Master company data set
• U.S. start-ups financing & business models
• Analysis methodology
• Sources
28
29. CONFIDENTIAL
Appendix: Company Data Set
Company HQ CEO Founded
Total Funding
(M)
Last Round Date Last Round Type Company Stage
Wellset LA Tegan Bukowski 2018 undisclosed 7/30/2019 Seed Pre-Revenue (Beta)
Kensho LA Krista Berlincourt 2013 1.3 9/11/2019 Pre-seed Revenue
DaoCloud SF Max Coleman 2014 1.2 9/1/2019 Pre-seed Revenue
Wellness Official LA Millana Snow 2017 undisclosed N/A Pre-Seed Pre-Revenue (Beta)
Begin to Heal NY Pooja Khanna 2017 undisclosed N/A Pre-Seed Pre-Revenue (Beta)
The OneNess
Movement
London Joanna Harris i 2018 - - - Pre-revenue
Holisticism LA Michelle Pellizzon 2017 undisclosed N/A Pre-Seed Pre-Revenue
Welly EU Agnella Serafin 2019 undisclosed N/A Pre-seed Pre-Revenue
Grit Well SF Chelsea Rowe 2018 0.06 9/22/2019 Incubator Incubator
ClassPass /
MindBody
NY Fritz Lanman 2013 549 1/8/2020 Late-Stage Revenue
30. Backup: Deep dive on platform offerings
Financing Raised Undisclosed 1.3M 1.2M
Revenue Model Booking Fees
New Client Referral Fee
Client Management Features
Providers pay $100 Verification +
$200/year
Booking coming in 2020
Currently charges practitioners
$340/year
Booking coming in 2020
Verification of Providers Partial All verified None are verified
Customer Focus Consumers, Practitioners Consumers, Practitioners Practitioners
Matching Quiz N/A Beta Yes
Features Implemented Yet to be released Search, Verified Practitioners,
Educational Articles
SaaS, Educational Articles
Upcoming Features Search, Booking System Hyper-Curation, Direct Booking, Social
Network
Direct Booking
2020 Revenue Estimate Undisclosed $1 million $2.38 million
5 year Revenue Estimate Undisclosed $15 million $150 million
Appendix: Evaluation of U.S. start-ups financing and core
business model
CONFIDENTIAL
32. CONFIDENTIAL
Appendix: Main Sources
Bukowski, T. (February 2020). Phone meeting with Bukowski.
Connor, M. (January 2020). Phone meeting with Conner.
Jain, S. (February 2020). Phone meeting with Jain.
CrunchBase. February 2020. Retrieved from www.crunchbase.com
Dao Cloud. January 2020. Retrieved from www.daocloud.com
IBISWorld Industry Report, Alternative Healthcare Providers in the US, 2019.
Global Wellness Economy Monitor - 2018. February 2020. Retrieved from https:globalwellnessinstitute.org/industry-research/2018-global-
wellness-economy-monitor
Kensho Health. January 2020. Retrieved from www.kenshohealth.com
Pitchbook. February 2020. Retrieved from www.pitchbook.com
The Oneness Movement. February 2020. Retrieved from www.mytom.io
WellSet. January 2020. Retrieved from www.wellset.co
Welly. February 2020. Retrieved fromwelly.lu
Note: This is not an exhaustive list of sources referenced to inform the analysis.
