This document discusses challenges with multi-channel sample processing in the pharmaceutical industry and a potential solution using the Pega platform. Current sample processing systems face issues like high costs, inflexible workflows and data quality problems. Pega is proposed as a cloud-based platform that can create a flexible, integrated solution using rules-based workflow to handle sample requests across channels in a compliant manner while reducing costs. This would improve customer satisfaction by streamlining processing on a single, scalable system.

1. © 2012 Confidential, Pegasystems Inc.

2. Multi-channel Strategic Sample
Processing – Pharma
Barry Dalton, Multi-channel General Manager

3. 32012 Confidential, Pegasystems Inc.
Multi-Channel Ecosystem

4. 42012 Confidential, Pegasystems Inc.
Multi-Channel Platform
Customer Facing Web-Based Services Social Services Phone Based Services
Mobile
Services
CRM
Data Output
Agent
Knowledge
Information

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CC Outsourcer Value Proposition
Business Analysis &
Advisory Services
Call Handling Operations
Operational
Reporting
Business Analysis &
Advisory Services
Multi-channel interaction
handling
Technology-enabled
Business Solutions
Data Services & Integration
Operational
Reporting
ClientValueRealization
Technology Support Services
Data Services
Traditional Model New Model
Client Client
The New Contact Center BPO Value
Proposition

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Business Process & Solution Challenges –
Contact Center
 The contact center is an ever-evolving space, that has changed
dramatically over the past 5 years
 Solutions play a major role in program delivery
 As reference, we maintain hundreds of unique applications
 Each program/solution has it’s own requirements. Yes, many do
overlap, but each client has unique needs.
 Since we are “engagement-based”, we are very workflow and business
driven.
 You can imagine the cumulative effect that an ever-increasing number
of point-in-time solutions has on IT
 Something had to change…

7. 72012 Confidential, Pegasystems Inc.
The Pega Journey – Platform Selection
 Challenge: extensive issues with a number of “point-in-time”
applications
─ Inability to support change to meet customer needs
─ Design and architecture could not easily support growth
─ Too costly to change and increasingly more costly to support
 Initially, business rules engines (BRE) products as a way to support
decision making and workflow changes in applications
 We determined that the effort to integrate a BRE across many
applications to perform decision making and drive workflow would be
too significant, costly and possibly more difficult to support
 Pegasystems could possibly resolve many of our issues
 The concept of one platform fulfilling most customer-facing business
processes was incredibly appealing

8. 82012 Confidential, Pegasystems Inc.
The Pega Journey – Cloud Computing Approach
 Strong case management capability to automate workflow
 Faster time to market – can deliver value more quickly
─ Directly Capture Objectives
─ Automate the programming
─ Access to secure, high performance development, testing and production environments on
the cloud
 Business flexibility and agility
─ Cost predictability: Pega provides the software, security, computing horsepower, storage
and bandwidth for a flat monthly fee
 Security Assessment
─ Meets or exceeds security requirements – Pega’s private cloud model already has
customers who have HIPAA, PCI DSS, FDA 21 CFR Part 11 and European Union Data
Privacy validate apps on Pega Cloud
 Integration
─ Pega’s “Private Cloud” model, with a private VPN Tunnel, meant we could treat Pega Cloud
as an extension of our data center and integrate seamlessly to our internal systems

9. 92012 Confidential, Pegasystems Inc.
Pharma Sample Processing Challenges:
 Customer dissatisfaction – specifically response time, tracking and ability
to change as requirements dictate
 Increasing costs – Setting up new sampling programs are costly to our
clients and take too long to complete
 On-going workflow limitations – displaced and decoupled workflow is
causing inefficiencies with the processing teams
 Data quality issues – limitations in tracking accuracy and consistency of
data across sample programs
 Rigid constraints in processing flexibility – inability to effectively
integrate requests from multiple sampling entities, and delivery to various
fulfillment vendors
 Limited reporting flexibility – need better access to data and compliance
transparency

10. 102012 Confidential, Pegasystems Inc.
 Current system – legacy software developed 7 years ago, without a
forward thinking mindset and designed in the wrong technology foundation.
A “point-in-time” solution that prohibits the advancement of the product.
 The hidden costs of legacy software – it’s very easy to loose track of the
cost impact of inefficient software, processes and infrastructure support. The
IINBDFI mindset. (if it’s not broke don’t fix it)
 A new solution approach – design and implement a new “cloud-based”
multi-channel solution foundation that can facilitate significant growth.
Based on flexible business rules, dynamic workflow capabilities and inherent
configurability.
 Make it audit proof – build with a solid SDLC to insure that compliance,
validation and strong reportability are accomplished.
 Do the above and… You have happy healthcare professionals (and a
happy boss)
New Strategic Sampling Approach

11. 112012 Confidential, Pegasystems Inc.
Health Care
Professional
Selected
Channel
Request
(object)
Processing
Fulfillment
Compliance
& Reporting
Sample Processing Workflow - 360°
360°approach connects all of the pieces into a cohesive solution

12. 122012 Confidential, Pegasystems Inc.
High-level Sampling Process Flow
API Web
Services
Fulfillment Route & Process Request 
e-Sampling, Tele-
sampling, Product
Information, Coupons
and Vouchers
Receive Request 
Contact Center
Webservices
PortalsTablets
IVR
Workflow
Management
Campaign Management
Webservices
Pega Cloud
Information
Management
PRPC CPM
UI - Dashboard
Message
Delivery
Report &
Data
Delivery

13. Questions
Answers
&
© 2012 Confidential, Pegasystems Inc.