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What we do

Frontline

Strategic decisions

We work side-by side with your management teams to translate the multichannel customer engagement models into reality and realize the full potential of frontline teams. We provide practical guidance and experiential learning to leverage local insights and disseminate new ways of working, teaming and engaging customers.

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Understand the critical dynamics within the local system of care

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How we can help

  • Facilitate teams’ understanding of the implications of health reforms, the implementation of patient-centric integrated care organizations, and development of performance-based reimbursement
  • Support local cross-functional teams in collating and synthetizing relevant insights
  • Assist teams in the identification local drivers and inhibitors of growth opportunities
  • Provide field forces with guidance to create comprehensive map and profile of key local/regional stakeholders
  • Support cross-functional teams in defining areas of mutual value with key stakeholders
Transforming Customer Engagement
See sample of client projects

Translate strategy into actionable plan and control execution

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How we can help

  • Provide practical guidance to translate the national strategy into local business and tactical plans tailored to the local situation
  • Organize a systematic early detection of formulary opportunities and related action plan
  • Design and conduct experiential training program to grow individuals abilities in territory and account planning
  • Share proven innovative tactics to engage key players in the buying/adoption decision dynamics
  • Organize an ongoing dialogue on performance and plan update
Transforming Customer Engagement
See sample of client projects

Build situational intelligence

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How we can help

  • Clarify profiling information for key customers to effectively diagnose critical issues and challenges and prepare impactful conversations
  • Develop framework to map key stakeholders and their role in the buying/adoption decision-making process
  • Identify untapped opportunities to provide patients with an optimal access to standard of care and company health solutions
  • Build aids to extrapolate from past experience with other customers a preliminary quantification of results relating to the implementation of solutions
Transforming Customer Engagement
See sample of client projects

Gain access to people with power

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How we can help

  • Clarify factors that drive customers to question the value your field force provides to their business/medical practice
  • Work side-by side with field teams to establish local plans for hard to see/ no see key customers
  • Support field teams in engaging change agents in attractive activities that mobilize their social network and generate access
Transforming Customer Engagement
See sample of client projects

Build integrated relationships across channels

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How we can help

  • Evaluate digital channel usage and integration of customer interactions
  • Coach teams to uncover more-effective ways to collaborate across functions and channels and ultimately efficiently serve customers
  • Develop mechanism to interpret customer feed-back and propose next stage interaction
  • Provide guidelines to enable frontline to orchestrate digital interactions to supplement their field activities
  • Enable field force triggered-emailing by providing easy-to-use customizable pre-approved templates
Transforming Customer Engagement
See sample of client projects

Demonstrate superior value and create trust

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How we can help

  • Train & coach field force to share with stakeholders unique perspectives on their practices to draw them into a conversation about solutions
  • Equip field teams with a menu of:
    • disruptive insights
    • pre-tailored value propositions that are directly relevant and meaningful to different types of stakeholders
    • tools to evaluate the related health and economic value in the customer’s context
  • Develop the ability of frontline to drive the adoption of services “beyond the pill” (patient identification, diagnosis and protocol selection, RWD generation, integrated monitoring of outcomes, mitigating therapy side effects, patient-support programs, assistance to clinical trial and early access program enrollment …)
  • Provide dialogue prompters to establish rapport, state the meeting objective, build credibility and share a relevant reference case
Transforming Customer Engagement
See sample of client projects

Dynamically optimize resource allocation

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How we can help

  • Enable the capture of signals from customers to track their progress in the adoption/advocacy solution journey
  • Provide guidelines to ensure a dynamic optimization of resource allocation based on upside potential and probability to achieve behavioral objectives
  • Coach field forces to acquire the relevant and effective techniques to incrementally build commitment throughout their interactions, using exercises based on real customer cases
Transforming Customer Engagement
See sample of client projects

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