Multi-Channel Customer Experience for Life Sciences
Generating Life Sciences Impact
Life sciences organizations must reimagine the customer experience by proactively engaging patients, healthcare professionals, and other stakeholders across all channels and across the globe to drive brand advocacy, while improving efficiency.
Genpact works with life sciences organizations to design, transform, and run multi-channel customer experience operations for brand management, sales and marketing, and medical information to enhance patient and customer experience, while improving sales and marketing efficiency.
Sales and marketing
- Sales enablement through inside sales and support functions
- Social listening, digital marketing, and brand management
- Customer analytics, channel analytics, and competitors' data mining
Medical information and patient assistance and adherence
- Medical inquiries and product information
- Adverse event reporting
- Product quality complaint management
- Inventory, stock availability, and order management
- Patient support and adherence programs
Our Smart Enterprise Processes (SEPSM) proprietary framework helps life sciences companies reimagine their multi-channel customer experience operations by integrating effective Systems of EngagementTM, core IT, and Data-to-Action AnalyticsSM to realize tangible business outcomes, such as increased brand advocacy, customer satisfaction, actionable customer insights, and compliance with regulations.
A leading pharmaceutical company' siloed global operations constrained customer and brand management, and forced it to adopt a reactive operating model. Harmonized processes to focus on the customer and manage the brand, product quality, and recalls through an advanced data-driven early warning system enabled by a hub-and-spoke delivery model across 125+ countries and 40+ languages
A leading pharmaceutical manufacturer's European operations achieved 90% customer satisfaction scores by implementing service desks with a highly specialized workforce of certified medical professionals, process standardization, training and learning, and operational KPIs and tracking, which aligned business and customer value across the value chain