A History of Success
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360-Degree View of Customer
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Pharma CRM Strategy
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A small Pharma company needed to build their commercialization capability for their first product launch. This company had a small operations team and needed to define their CRM strategy efficiently.
Everest worked with this company to define their CRM approach and system requirements, as well as performed the technology selection in order to meet this customer's unique needs. We also provided advisory services regarding data and business processes related to a successful product launch. In addition, Everest also performed early-stage data analytics support.
This project yielded multiple benefits for the customer: they were able to see a 360-degree view of their customers through this cross-functional CRM approach, the CRM solution supported multi-channel marketing and non-personal promotion, and the sales and marketing teams were provided with high-value customer profiles created from multiple data sources.
Not only did Everest's solutions result in an extensive list of benefits to our customer, we also delivered the solution in time for the product approval; our solutions did not hold up the product launch schedule.
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Technologies used: Siebel eBusiness, Oracle, Microsoft SQL Server 2000
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Completed Transition Without Interruption to Services
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New Product Acquisition Support
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A mid-size Pharma company was in the process of acquiring an existing product in a new market with the intent to re-launch and grow the brand. This acquisition required support in several areas: actual product acquisition, integration of the product, how to minimize the impact on the patients, changes to their speciality sales force and establishing a call center and distribution model.
Everest developed a support solution that addressed all their needs. To assist with the product acquisition, we were a part of the acquisition team from the due diligence phase to the post-deal transition of data and services. For the customer's sales force, we created a performance reporting datamart for both sales reporting and incentive compensation. We also established an outsourced Reimbursement Services and Distribution Model, which included Rx reporting. On top of that, we built a Field Reimbursement Specialist CRM system. And the best part of our solution was that there was absolutely no interruption to physician or patient services during the transition.
The customer benefitted in a number of ways from our support solution. First, we provided the capability for a sales incentive program at the time of the product re-launch in order to re-energize an established brand. Second, we were able to enable weekly pushed reports to the field sales team. These reports included both de-identified patient approval progress as well as new therapy starts at the physician level. And this report was available by the time the customer was planning to re-launch the product. Finally, the entire compliant product transition was completed with no interruption of patient or physician services.
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Technologies used: SQL Server 2005, SQL Server Analysis Services (SSAS), SQL Server Integration Services (SSIS), Microsoft Office, Microsoft Access
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Established a Corporate "Memory"
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Market Intelligence Portal and Wiki
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As a top-5 Pharma company began a cross-functional business intelligence project, it became clear to them that the awareness of market events varied widely among departments. This meant that their Managed Care, sales operations, brand teams and channel marketing teams were not on the same page - they each had different levels of knowledge of historical events in their markets.
Everest's solution was two-fold: create a Market Intelligence Portal to hold all of the market intelligence data; and within the portal, create a wiki to hold relevant information and articles relating to the data. We created the Market Intelligence Portal for the customer for the publication of market intelligence data; this also included current and historical market data for the customer's own and competitor's products. The wiki we built for the customer allowed them to have a place for users to document and publish information regarding scenarios, anomalies and other market events that influenced brand performance.
Creating the portal filled a major need for our customer, but the real benefit was in the creation of the wiki. The customer could now establish a corporate "memory" of market situations, and adjust documented knowledge over time. They created roles for content editors, who were able to build linkable wiki articles, as well as manage the articles relationships, visibility and expiration. Team members could also post comments and feedback to published wiki articles, and customer departments across the entire organization were able to perform full-text searches in the wiki for account, product and market intelligence data.
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Technologies used: SQL Server Analysis Services (SSAS), SQL Server Integration Services (SSIS), SQL Server 2008, ASP.NET, JavaScript, AJAX, jQuery
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