EVERSANA’s recent collaboration with 3VUE is reshaping how medical information interactions and metrics are analyzed and visualized to demonstrate value and impact. We sat down with Michael DeLuca, Executive Vice President of Global Medical Affairs & Medical Information at EVERSANA, to explore the vision behind the partnership and the value it brings to clients and patients alike.
What inspired the collaboration between EVERSANA and 3VUE?
Medical Information (MI) is a vital, customer-facing function that plays a key role in shaping the healthcare experience. To elevate the value of MI, capturing actionable metrics and deep customer insights is essential.
Metrics and analytics are essential for Medical Information and Medical Affairs leadership, and we want to ensure our clients have actionable, data-driven insights that empower smarter decision-making, enhance customer engagement, and drive measurable impact.
To that end, EVERSANA has entered a strategic collaboration with 3Vue, a premier provider of Business Intelligence and Advanced Analytics for the pharmaceutical industry. This partnership has led to the launch of a powerful new analytics platform that seamlessly integrates our MI database with telephony data.
What capabilities does the new analytics platform offer?
The MedInsights platform integrates customer interaction data from EVERSANA’s Medical Information database with our telephony system. This comprehensive integration enables precise tracking of inquiry volumes, turnaround times, and trending topics, transforming raw data into meaningful, actionable insights.
Currently, the interactive dashboard features over 75 pre-built visualizations across key domains, including Medical Information Case Analysis, Adverse Event Reporting, Product Complaint Reporting, Document Utilization, and Telephony data. These analytics allow users to drill down into case and inquiry volumes by Category, Sub-Category, Topic, Requester Type, Occupation, Source, and Handling, with geographic heat maps by Country and State.
Users can easily toggle between different graph types to view overall totals, monthly breakdowns, and longitudinal trends. Intuitive quick-action filters enable seamless customization by product, source, source event, requester type, occupation, location, and more, empowering stakeholders to extract insights with speed, clarity, and precision.
How does this enhance the value of EVERSANA’s services?
MedInsights offers our clients a highly cost-effective solution for interactive metrics and analytics—delivering robust capabilities without the high cost and long timelines typically associated with building such a platform independently. By leveraging this solution, we can implement it quickly and efficiently for each client, accelerating time-to-value while maintaining flexibility and scalability.
Metrics and analytics are critical across four key areas for our clients.
- OPERATIONAL METRICS
Operation-related metrics such as inquiry volume, volume by channel, volume by customer type, abandonment rate, average handle time, and turnaround times are extremely important because they help with resource modeling, budget planning, and measuring performance and operational efficiency.
- KEY PERFORMANCE INDICATORS / SERVICE LEVEL AGREEMENTS
KPIs and SLAs are indicators of contact center performance and are commonly part of contractual agreements. Typically, these include AE / PC turnaround time, phone call service level, live call success rate, call abandonment rate, and first contact resolution.
- ACTIONABLE INSIGHTS
Customer insight analysis includes looking at types of questions by audience, category and topics, trending, data gaps, off-label use-related questions, etc.
Identification of customer insights and data gaps is extremely valuable because they can be shared back within the organization to help with life cycle management, publication planning, data generation and analysis, educating future clinical trial development, and identify possible internal training needs.
- CUSTOMER SATISFACTION & EXPERIENCE
Measures regarding customer satisfaction and customer experience are critically important to further demonstrate the impact and value of services being provided MI.
Measurements may include customer satisfaction score (CSAT), net promoter score (NPS), first contact resolution (FCR), customer effort score (CES), sentiment analysis.
Other options often include asking survey questions regarding whether the information impacted clinical decision making, or to gain specific feedback on content and materials being provided.
What’s next for the EVERSANA–3VUE collaboration?
We are actively advancing the next release, which will introduce several key enhancements designed to elevate the user experience and strategic value of EVERSANA’s platform. Among the upcoming features are an Executive Summary and a dedicated Insights section, aimed at delivering clearer, more actionable intelligence.
For clients seeking tailored analytics solutions that integrate data across all Medical Affairs functions, we are pleased to announce a strategic partnership with 3Vue. This collaboration will enable us to deliver highly customized, client-specific offerings that meet complex and evolving needs.
Additionally, we are exploring the integration of generative AI to enhance metric reporting and insights generation. This initiative will pave the way for incorporating broader datasets and unlocking deeper, more predictive analytics capabilities.
Want to learn more about EVERSANA’s leading Medical Information platform and team, visit eversana.com.
Author Team
EVERSANA employs a team of over 6000 professionals across 20+ locations around the world. From industry-leading patient service and adherence support to global pricing and revenue management, our team informs the strategies that matter…