This document discusses how CRM can help life sciences and healthcare companies address challenges and opportunities in their industries. It outlines key trends like rising healthcare costs, increased regulation, and technological disruption. The document then describes how a CRM system can help with compliance, cost control, customer service, and gaining a competitive advantage through technology. Specific CRM applications are presented for clinical use, marketing/outreach, customer service, and harmonizing CRM across the enterprise.

1. CRM
FOR LIFE SCIENCES

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
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3. Massive Technological Disruption in Life
Sciences & Healthcare Sectors
Fractured
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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
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5. The Dynamic State of Healthcare
Consumer
Regulatory Dissatisfaction
Legislation
Spiraling Colossal Changes in
Costs Technology
Uncertain
Future
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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
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7. The Great Healthcare Opportunity
•Meet legislative compliance
•Control costs
•Enhance customer service
•Use Technology as Competitive Advantage
•Flexibility for an uncertain future
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8. Wireless Revolution
•Broadband
•Wireless, 3G, 4G
•Smart cards, Smartphones
•Incredible PCs with microphones and cameras
•Tablets, iPads
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9. Leading to Paperless Revolution
Links & Reference eDetails
Reps as Concierge Access to Files
Security & Profiles SamplingDemo Units
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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
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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
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12. Harmonization of CRM Across the Enterprise
Marketing/Outreach
Clinical CRM
Management
Customer Service/
Response Management
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13. Harmonization of CRM Across the Enterprise
Patient, Provider, Payor
Focus
Vendors, Suppliers,
Servicers
Meet Compliance
Imperatives
Clinical, Outreach, Response
Management, Customer Service
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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
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15. Clinical CRM
Provider/Facility/Patient Management
Visits & Scheduling
Interaction History
Association/Referral Management
Routing & Activity Management
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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
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17. Visits & Scheduling
•Integrate calendar and scheduling
with Outlook
•Manage multiple HCP locations
•Increase Collaboration
•Targeting and Segmenting for
improved performance
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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
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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
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20. Routing & Activity Management
•Quickly create optimized travel routes
•Efficiently detail calls, details, events and HCP requests (tasks)
•Geographic views of HCP's, facilities, and related activities
•Goal tracking and performance management
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21. Marketing/Outreach Management
Target Information List & Distribution
Event Planning & Management
Information Distribution
Event Registration though Portal
Event Attendance/Success Rate
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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
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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
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24. Customer Service/Response Management
Create Cases for Requests/Complaints from Portal
View Past / Open Issues
Share with appropriate teams
(reps, MSL's, CSR's, etc.)
Expose Billing, Sales, Marketing data to
external partners/customers
Automatically log survey results back to
CRM records
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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
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26. Next Steps
Visit the Infinity Info website, social sites or call us to learn more about
CRM for Life Sciences.
Infinity Info Systems is an award winning Life Sciences consulting and services firm specializing in customer relationship management (CRM) and business
analytics 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 and
streamline 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 overall
business performance.
Our consultants deliver value according to your specific requirements, timeline and budget by combining insight, innovation and our proven solution delivery
methodology.
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