Solutions for the Pharmaceutical Industry

As a pharmaceutical company, you are contending with vast amounts of information spread across the enterprise relating to products, brands, practices, research, compliance, and drug usage.

With our contact center solutions, the multiple knowledge base "labyrinth" is replaced by a single interface and powerful, unified platform. They ensure that all customer-facing channels are equipped to answer questions quickly, consistently and accurately. Physicians, nurses, practitioners and consumers receive high-quality responses and enjoy a personalized experience—regardless of how they choose to contact the company.

Providing consistent, accurate and timely information across channels. RealDialog serves as a single knowledge engine for multiple touch points and applications. It can be used to:

Empowering your contact center agents to deliver great service. In the contact center, RealDialog provides your agents with the precise information needed to answer customer questions and resolve complex issues. They have instant access to a "virtual expert" throughout the interaction.

Agents simply type in a customer's question as they ask it—or select a question submitted via email or chat—to receive a rapid, concise and accurate response. RealDialog can deliver a direct answer, or point to any type of existing enterprise content (documents, sound and video files, customer data, etc.) that enhances the response for voice, email, and chat interactions.

When RealDialog requires more information or clarification as to a user's needs, it guides the agent through a conversation with the consumer or physician—prompting them with specific questions and responses to identify the core issue and its resolution.

Your agents and customers are provided with consistent, accurate and relevant details that address their exact needs.

Providing a positive online service experience that customers will appreciate. As a self-service solution, RealDialog aligns the consumer/physician experience with their needs and behaviors. It acts as a "virtual assistant" on your website, quickly delivering the answers and information they need—hassle-free.

Visitors phrase a question however they choose and receive a precise response. When appropriate, RealDialog engages them in a "conversation" to better understand their needs, improve accuracy, and personalize responses by leveraging data from other systems.

For example, when a physician enters: "Are there any known interaction issues when taking Brand X and Brand Y together?" RealDialog delivers the relevant information for their exact request—not a long list of general warnings and side effects. It accesses multiple customer and knowledge repositories, such as research and compliance systems, and incorporates the data it finds into a decision-making process. From there, it formulates and delivers personalized responses.

With its interactive dialog capability and exceptionally high accuracy rate of up to 99 percent, RealDialog addresses questions and resolves issues more successfully than any other self-service solution. This leads to a very rewarding physician/consumer experience.

Enhancing trust and confidence in your brand. By enabling you to build trust and satisfaction with your Web visitors, RealDialog enhances the success rate of your sales efforts, improves brand reputation and fuels positive word-of-mouth.

Our RealDialog solution improves your online and offline conversion rates by uncovering visitor needs, delivering well-crafted responses, and creating value around your brands, drugs and products.

Reducing abandonment by helping visitors find what they need quickly. RealDialog can help your visitors find the specific products and details they need very quickly—regardless of where they enter your site, or how deep the content resides.

By simply asking a question on any Web page that offers a RealDialog "agent," visitors access the exact content and information they need in mere seconds. This reduces the frustrations that lead to abandonment.

Uncovering and understanding physician/consumer needs. With intelligent dialog capabilities, RealDialog can ask specific questions to uncover and understand a visitor's needs, deliver targeted messages and guide them to the content, products, or drug information that best addresses those needs.

It can ask customers about specific scenarios, their practice information, treatment objectives, and more. It then applies this information to deliver content that boosts interest, confidence and further exploration along the path to prescribing or using your drugs.

Delivering the right messages, content and offers to the right person at the right time. RealDialog gives you much greater control over your message delivery. It leverages visitor input, the context of their visit, account/practice information, and information on the page they are visiting to determine the best answer, response or offer. This gives you the power to respond to physicians, nurses, practitioners and stakeholders as you would in a face-to-face presentation.

Improving revenue generation online. Much like a trusted sales advisor, RealDialog helps physicians and others make better decisions based on their specific practice and patient needs or situation.

For example, RealDialog can deliver responses tailored to eliminate doubt, reinforce the safety of a drug, and suggest related products/offerings if the visitor has a question.

In addition, it can increase brand engagement by delivering specific coupons or track-able discount offers for patients, which increases willingness to prescribe a given drug down the road.

Leveraging the contact center to improve revenue generation. When leveraged in the contact center as an agent knowledge base, RealDialog bolsters your sales efforts.

It helps your agent set the stage for increasing revenue by resolving the issue at hand and delivering a targeted offer based on what transpired during the interaction.

Leveraging information gathered like the reason for the consumer or physician's inquiry, contact details, information stored in the CRM database, and more; it produces a context-sensitive script. Agents are automatically prepared to extend a compelling offer for the right products—at the right time.

Throughout the interaction, RealDialog is guiding your agent through a conversation with the customer, prompting them with specific questions and responses that take them down the path to prescribing your brand.

This functionality dramatically improves revenue generation in the contact center. Companies with expansive offerings (that would otherwise be impossible to manage/memorize) have a means to easily further sales efforts on a wide scale.

Our RealDialog solution enables marketing staff and subject matter experts to quickly create, edit and update content for all channels, while leveraging your existing enterprise content and systems.

Improving information dissemination across channels. RealDialog provides a centralized point of administration to rapidly push knowledge out to all channels (Web, intranet, email, chat, phone and IVR). It enables you to differentiate responses by brand, channel and user roles (customer, employee, partner, etc.).

You gain control over the messages delivered, while simplifying information distribution. This ensures information consistency across channels, and improves the overall quality of information.

Simplifying administration. RealDialog enables non-technical business users to create and update its knowledge base. Because it can deliver or point to any type of existing enterprise content relevant to enhancing the response—such as Word documents, PDFs, Web pages, sound and video files, customer data, and more—you can leverage existing content. It remains in its native location, so you're not burdened with recreating it in a separate knowledgebase.

RealDialog also "learns" quickly from your existing Web pages, documentation and enterprise content. This reduces your overall start-up time and costs, while shortening time-to-benefit.

RealDialog helps you respond faster to changing needs, while keeping ongoing maintenance costs low. Its authoring tool suite does not require complicated scripting and programming—just text and HTML. Marketers, service managers and administrators can add/modify/tailor responses, content and dialogs for multiple touch points.

Creating targeted lists from the contact center's database. Our customer service and support application, ePowerCenter, offers a mass mailing feature for creating targeted mailing lists. You can send printed letters, newsletters, articles, research studies, surveys, email, or enclosures to specific physicians, nurses, practitioners and consumers contained in your contact database.

Lists can be created using a combination of selection criteria such as: reason for contact, date range, address parameters, and more. Marketing and sales gain cost-effective, highly-targeted opportunities to educate.

Our customer care solutions help you fulfill regulatory agency requirements. Through capabilities like complete interaction recording and audit trails, our solutions provide a traceable, detailed account of all drug and product complaints/issues as they are captured, escalated, and investigated.

ePowerCenter acts as an early warning system about problems that could lead to product recalls or undesirable publicity.

When incoming complaints match the specific issue alert threshold that has been established by your organization, the system sends notifications to alert key stakeholders—such as those in quality assurance and legal departments.

They can then drill down into the details to make more informed decisions. Your company can be proactive in resolving issues—catching them before they escalate to an extremely costly, uncontrollable level.

For the pharmaceutical industry, this functionality is critical.

By providing multiple reporting options for voice of the customer data, our contact center solutions provide an exceptionally valuable source of information to supplement your formal market research efforts…at a far lower cost than market surveys.

Gaining insight into customer feedback captured in the contact center. ePowerCenter's sophisticated reporting capabilities enable you to capture, analyze and quickly distribute customer across the organization with minimal effort.

Decision makers can identify the root causes of problems, changes in consumer preferences, and opportunities where physician/nurse/practitioner/patient needs are not being met—all in real time. The reports reveal physicians' and consumers' reactions to new drugs, products and promotions. They help you quickly identify specific issues impacting loyalty.

These insights are readily put to use to improve future interactions, products, services, promotions, search engine marketing, advertising and Web content. You get a leg up on the competition with ideas for offerings that are well-aligned with physician/consumer wants and needs.

Identifying physicians' and consumers' wants, needs and sentiments via Web self-service. There is much value to be gained by understanding visitors' questions (the drugs they're researching, problems patients are experiencing, etc.) through your website.

RealDialog captures, analyzes, and aggregates questions and "conversations," word-for-word, providing you unfiltered and unbiased insight in real time. It groups thousands of visitor questions into meaningful and manageable categories for reporting and continuous improvement. This enables sales, marketing and brand users to easily review the questions being asked to identify specific needs and opportunities.

Your representatives can learn what customers are asking about, the intent behind their questions, and the questions that remain unanswered. This knowledge improves your presentation of drug information, promotions, and Web content. You surpass competitors by educating in a more thorough and targeted manner.

Our system integrates with consumer and physician data repositories, delivering personalized responses to visitors while capturing valuable segmentation data.

Gaining a cross-channel, cross-lifecycle view of customer feedback. RealDialog is an excellent source of cross-channel, cross-lifecycle customer feedback. It captures and analyzes input from the multiple channels (voice, email, Web, and chat) and types of users (prospect, physician, consumer, stakeholder, contact center agent, or partner) it is set up to serve. You can view reporting and statistical information for each channel—individually and cumulatively.

Improving ROI. By giving marketing and sales a meaningful way to review direct and real-time voice of the customer inputs, RealDialog can improve ROI in numerous ways, including: