Pharmaceutical Company Sales Enablement
Just What the Doctor Ordered:
RWD Solutions Prescribed to Assist Leading Drug Manufacturer
Good health is vital to everyone, and finding sustainable solutions to the most pressing health care challenges of our world cannot wait. For a global leader in the discovery, development, manufacturing, and marketing of leading prescription medicines, this entails not only providing people with access to safe, effective and affordable medicines and related health care services but also improving the way it does business.
Recently, this global leader, which has products available in more than 150 countries, made a decision to centralize and bring consistency to its disparate and siloed Medical Information content management and call center systems. Specifically, the company was looking to make the process of medical information inquiry and call intake and case response more streamlined and to allow the country teams to share content and processes across borders. The company made the decision to blend Siebel CRM with Documentum enterprise content management to best handle the large task of responding to inquiries from its global customers, consumers and healthcare professionals so that it could replace its use of aging, multiple point solutions.
To do so would require a significant training and change management effort across its organization—not only training expert users on the new technology for maximum benefit but also ensuring that those expert users could then train others and instill longterm, sustainable medical information content management and response practices across multiple geographies. The company called on RWD to assist with this workforce competency effort and ensure the rollout and transition was a successful one.
To help this leading pharmaceutical company manage the transition to the new system, RWD developed a series of training and change management workshops, delivered in 13 different countries across EMEA and Canada, designed facilitate each individual countries’ preparations to migrate to the new Siebel-based medical call center solution. RWD developed classroom-based training in regional country groups that included harmonized processes, technical adaptation, and hands on exercises. The classroom based training included the preparation of localized country Siebel fields and content for a personalized learning experience. Additionally, the classroom sessions included Siebel and Documentum navigation and various process fulfillment exercises for medical information requests and totaled 40 hours of instructor-led training. RWD also facilitated User Acceptance Testing (UAT).