How many times per day are you contacted by your favorite brands? Are those messages connected and aligned, or repetitive? How do those interactions make you feel as a customer?
Life Sciences companies are being forced to evolve the way they engage with their customers – healthcare professionals (HCP), caregivers, and patients alike. HCPs are being inundated with countless emails, alerts, calls, and more, all vying for their time and attention. Sending a blast email to a broad group of customers is simply not effective anymore. One customer may prefer one type of content, through a specific communication channel, at a specific day and time, while another will have their own unique preferences.
By seeking to understand these broader customer trends and challenges, our client aimed to provide more personalized and relevant content to its customers, to improve engagement and impact, across all their brands and therapeutic areas.
Improving customer experience by utilizing an integrated omnichannel approach is challenging. It requires several capabilities, numerous teams and skillsets, and a willingness to think differently and work collaboratively.
Vynamic partnered with our client to define, mobilize, and execute an enterprise omnichannel transformation spanning multiple workstreams, including insights and analytics, content strategy, modular content, promotional review, orchestration, and measurement, across both commercial and medical teams.
There is not a one-size-fits-all approach for omnichannel transformations, so we designed a customized implementation approach that would maximize internal adoption for our client’s organization.
Specific areas of focus included:
Through a trusting and collaborative partnership with our client, Vynamic successfully:
Omnichannel transformation is a challenge many organizations are facing; but through this example, there is an opportunity to replicate these successes and share lessons learned for other Life Sciences companies that are seeking to improve their customers’ experience and engagement. Contact us to learn how we can help your organization achieve your strategic goals.
Vynamic, an Inizio Advisory company, is a leading management consulting partner to global health organizations across Life Sciences, Health Services, and Health Technology. Founded and headquartered in Philadelphia, Vynamic has offices in Boston, Durham NC, and London. Our purpose is simple: We believe there is a better way. We are passionate about shaping the future of health, and for more than 20 years we’ve helped clients transform by connecting strategy to action.
Through a structured, yet flexible delivery model, our accomplished leaders work as an extension of client teams, enabling growth, performance, and culture. Vynamic has been recognized by organizations like Great Place to Work and Business Culture Awards for being leaders and innovators in consulting, company culture, and health. Visit Vynamic.com to discover how we can help transform your
organization or your career.
To meet evolving HCP expectations and our Life Sciences client’s business objectives, Vynamic collaboratively developed a new customer-centric.
Enhancing the performance of omnichannel activities is now a priority for many life sciences companies.