Program Set-Up

Develop Relationships with Patients, Physicians, and Payers via CXM

Client challenge

A large global pharma firm wanted to earn customer trust and strengthen its reputation and relationships with HCPs. Its markets worked in silos and had varying CX measurement (CXM) maturity with little central control. The firm wanted to unify these fragmented CXM capabilities into a single cross- market approach.

Client Experiences

Our approach to the client challenge:

DT Consulting conducted market-level interviews and a workshop to understand the firm’s CXM needs and examined its dashboarding, voice of the customer, and voice of analytics capabilities. We created a measurement framework including CXQ® KPIs, visualizations, and channel and campaign performance with a unified taxonomy for aggregating data in a standard form.

Client impact:

DT enabled the firm to implement CXM with direct and indirect feedback and a bespoke measurement framework and designed a best-practice playbook organized by channel and customer journey for training local market staff. We advised the firm to embed CXM best practices centrally, equip local markets with customer feedback/analytics technology, create processes to enable local markets to act on insights, and improve channel and content.
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Our Difference

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Experienced

We’ve been digital transformation leaders in the life sciences ourselves—so we understand the practical effect our advice has on your day-to-day activities. Our experience and focus enable us to offer you simplicity; our solutions make it easier for you to manage complexity. You get access to experts who understand your business and have tackled similar challenges.

Excellence

Our rigorous research process and proprietary consulting methodologies ensure that you get objective information from an independent source. As part of Indegene, we also have the resources to handle long-term, multisite projects with multiple workstreams. You get the best of both worlds: the agility and personal attention of a specialist firm backed by the resources and reach of a big player.

Execution

Years of focus on and dedication to digital and customer experience transformation has given us deep insight into the life sciences industry. We’ve augmented that depth with breadth: the capacity to provide advice on the entire spectrum of your operations, from clinical to medical to commercial. We can execute engagements end to end—from strategy to execution—and deliver at the scale you need.

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