Case Study:

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.

The Diagnosis

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.

The Cure

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).