MEDICAL AFFAIRS DIGTIAL ENGAGEMENT AND INNOVATION
Future-Ready Medical Affairs
As technology advances and the needs of healthcare professionals (HCPs) and patients evolve, Medical Affairs departments must develop technology and innovation roadmaps to deliver omnichannel solutions. These solutions ensure that communications occur through each customer’s preferred channel.
Multi-channel vs. Omnichannel
Multichannel communication is a product-centric approach that uses multiple, often segmented and independent channels to communicate and disseminate information. In contrast, omnichannel communication is a customer-centric approach that aligns and integrates various communication channels, both digital and non-digital, to deliver a consistent, personalized, and seamless experience for healthcare professionals, patients, and caregivers.
Regardless of the strategy, the top priority is to establish robust multichannel communication and engagement. A well-crafted content strategy and development plan are essential, along with ensuring accessibility across various communication channels and raising awareness of these options. Additionally, leveraging the right technology and forming strategic partnerships are critical to achieving success.
Medical Portal
Self-service medical portals have been in existence for more than 15 years, with many pharmaceutical companies investing in and building these platforms. As technology has advanced, their functionality has improved, and portals have become more comprehensive, offering information and services across multiple Medical Affairs functions.
EVERSANA offers a range of portal options designed to align with our clients’ functional requirements and budgets. Our services include developing fully customizable solutions that incorporate medical, content, creative, and digital strategies, while applying user experience (UX) best practices.
Advanced Telephony - Medical Chatbots, Voicebots and Live Chat
EVERSANA provides comprehensive technology and digital solutions for customer engagement. One of these solutions includes advanced telephony and Contact Center as a Service technology, leveraging automation and artificial intelligence (AI) to enhance efficiency and customer experience.
Customer Experience
- Integrated multi-channel solution (phone / live chat / chatbot / voicebot / SMS).
- Personalization and real-time customer insights and sentiment analysis.
Operational Efficiency
- Streamline operations and handle high-volume customer interactions with ease and reduced costs.
- Provide additional tools and support to agents (agent assist) and automate tasks and workflows (call transcription and summarization).
Compliance
- Ability to incorporate appropriate guardrails around AI.
- Ability to customize based on client requirements.
- Ability to comply with pharmaceutical regulations, laws and best practices.
Data Privacy and Security
- Protect sensitive information with robust security measures.
- Ability to comply with data privacy regulations and best practices for the pharmaceutical industry.
- Ability to segregate and completely separate client data.
Data Analytics and Insights – MedInsights
Equally important is identifying customer insights and data gaps that can be shared within the organization to support life cycle management, publication planning, data generation and analysis, education, future clinical trial development, and internal training needs.
Our MI/MA experts have partnered with a leading Medical Affairs data analytics provider to develop MedInsights—a dynamic data analytics and visualization tool that helps clients quickly generate metrics and uncover actionable customer insights. This solution integrates data from our MI database and telephony system and features executive dashboards, enhanced graphics and visualizations, trend reporting, and intuitive filtering and sorting capabilities for rapid data analysis.