Global Omnichannel Strategy

Capabilities:
Digital and OmniCx Transformation

Problem

Scaling Global Omnichannel Engagement

A leading pharmaceutical company faced the challenge of implementing effective omnichannel engagement across diverse global markets. With multiple brands at different life-cycle stages, they needed a strategy adaptable to various regulatory environments, healthcare systems, and cultural nuances. The goal was to ensure cohesive and impactful engagement with HCPs and patients.

Approach

Comprehensive Omnichannel Strategy for Tailored Engagement

Several internal client teams worked closely with our experts to develop and implement an omnichannel excellence (OCE) program to address these complex challenges. This comprehensive framework included:

Omnichannel Navigator Playbook

Guided both established and launch brands to use different channels effectively, enhancing new product introductions in specific regional markets

Agile Project Management

Ensured seamless execution and strategic refinement through collaboration, agile project management, and real-time feedback

Robust Patient Support Programs

Implemented programs and leveraged patient-reported outcomes to ensure informative, empathetic, and personalized interactions

Data-Driven Approach

Shifted to a data-driven, evidence-based approach, broadening stakeholder engagement and accelerating therapy development

Results

Transforming Global Engagement and Strengthening Market Position

The tailored omnichannel strategy led to significant improvements in global engagement and market competitiveness:

Enhanced Patient-Centric Engagement

Improved the quality of interactions across all channels, ensuring empathetic and personalized patient care

Data-Driven Decision-Making

Refined market strategies using real-world evidence and analytics, increasing responsiveness to evolving patient needs and trends

Increased Market Competitiveness

Strengthened ability to compete in a rapidly evolving healthcare landscape

Established a Framework for Rapid Decision-Making

Increased adaptability and overall enhanced operational performance

This case study highlights the importance of a tailored omnichannel strategy in modernizing customer engagement in the pharmaceutical industry. For professionals looking to apply these insights, get in touch for detailed guidance and explore Klick’s full-service capabilities to advance healthcare delivery and achieve commercial success. Fill out the contact form below to get in touch with our experts.

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Enterprise

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AI-driven data integration enhanced HCP engagement for a pharmaceutical brand. This approach improved market positioning and strategic decision-making.

Capabilities: Digital and OmniCx Transformation
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