Establish Central Capabilities for Data-Driven Omnichannel CX in Three Markets

Client challenge

A Europe-based global pharmaceutical company wanted to undertake a digital transformation to deepen the engagement, customer experience, and consent for its diabetes product in three markets and reduce its heavy dependence on the field force. The firm’s strategic priorities were to overcome a siloed approach with no integrated strategy to drive campaigns, close gaps in omnichannel marketing capabilities, and measure campaign effectiveness.

Client Experiences

Our approach to the client challenge:

DT led an engagement to establish enterprise-level omnichannel capabilities, including the necessary technology infrastructure, CX framework, and digital assets and campaigns, and deploy virtual sales reps (VSRs) to boost healthcare provider (HCP) engagement. The program was split into workstreams and delivered through an agile methodology.

Client impact:

A consistent, data-driven omnichannel CX framework was fully set up, launched, and optimized in three markets. Strategy design and implementation produced a comprehensive ecosystem of HCP hubs and a broad range of organic and paid media assets. All elements of the omnichannel approach were made available in the markets’ local languages. A data-enabled framework and live dashboard tracked campaign effectiveness metrics and enabled tactical and strategic optimization.

Our Difference

Learn more on About Us


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.


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.


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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