Our
Customer
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Our Customer
AT A GLANCE
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Our client is a leading pharmaceutical CSO (Contract Sales Organization) and a drug commercialization partner who provides healthcare solutions with strong insights to overcome any healthcare commercialization hurdle. They help clients navigate the road from product to patient and build transformational solutions by challenging the boundaries of commercialization strategies to improve the lives of patients. Their wide-ranging capabilities include clinical and medical outsourced teams, remote and field sales solutions, capabilities development, recruiting, operations, and consulting.
Business
Requirements
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Our client did not have a centralized data hub that could provide an integrated view across their sales, marketing, contact center, Learning Management System, Customer Relationship Management and Human Resource systems. The lack of an integrated view across systems resulted in inconsistent functional and analytical capability, which impacted their pharma sales strategy and business decisions. Furthermore, their business outcome was hampered due to sub-optimal quality of data obtained from various siloed systems across the portfolio. They had to depend on ad-hoc reporting using third-party vendors and data extracts.
Business Requirements
Deliver self-service for 70% of the service requests and reduce dependency on the customer service center
Paperless delivery to reduce annual mailing volume by 50,000 – 70,000 pieces
Deliver digital experience for a positive impact on the policyholder’s satisfaction
Setting up accurate tooling for all aspects of testing to market
Reduce time/effort spent on new feature development
They had set the following objectives for themselves:
Deliver self-service for 70% of the service requests and reduce dependency on the customer service center
Paperless delivery to reduce annual mailing volume by
50,000 – 70,000 pieces
Deliver digital experience for a positive impact on the policyholder’s satisfaction
Our
Solutions
Hexaware was onboarded as a key strategic partner to develop an integrated data hub that could provide them with advanced analytics capability. Our team kickstarted the transformation journey by outlining a roadmap right from the strategic assessment of the current ecosystem to building a future state architecture in Microsoft Azure leveraging native Azure services. A centralized data warehouse was created and used to build business reports and analytics (internal and external facing) for pharmaceutical CSO operations.
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OUR
SOLUTIONS
The data was ingested from multiple sources, e.g. NICE for Contact Center Data, Salesforce for Opportunity Tracking, Veeva CRM for Sales Tracking, Workday for People & Projects, and Totara for Learning. Hexaware built a Reusable Ingestion (interface) framework and integrated it with Source APIs – as per the availability. Historical data was migrated. The data transformation and optimized storage were done using cloud-native tools.
Our
SOlution
We helped in building a centralized data warehouse that aligned with the future state needs. Master Data Management (e.g. clients, projects) and application-specific data marts on AAS / SSAS cubes (e.g. data marts for business results, Remote Sales Engagement) were also created.
Ingestion & Data Transformation
Centralized Datahub
Business Intelligence and Analytics
Business Centric Reporting and Analytics layer was created to deliver intelligence in areas like Remote HCP Engagement, Commercial, Medical, Finance & Human Resource.
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The data was ingested from multiple sources, e.g. NICE for Contact Center Data, Salesforce for Opportunity Tracking, Veeva CRM for Sales Tracking, Workday for People & Projects, and Totara for Learning. Hexaware built a Reusable Ingestion (interface) framework and integrated it with Source APIs – as per the availability. Historical data was migrated. The data transformation and optimized storage were done using cloud-native tools.
Ingestion & Data Transformation
Centralized Datahub
We helped in building a centralized data warehouse that aligned with the future state needs. Master Data Management (e.g. clients, projects) and application-specific data marts on AAS / SSAS cubes (e.g. data marts for business results, Remote Sales Engagement) were also created.
Business Intelligence and Analytics
Business Centric Reporting and Analytics layer was created to deliver intelligence in areas like Remote HCP Engagement, Commercial, Medical, Finance & Human Resource.
OUR
SOLUTIONS
Business
Benefits
HIGHLIGHTS
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Our solution enhanced the analytical capabilities of the company and helped them move away from disconnected siloed systems towards a centralized commercial data repository for the pharma industry. This aligned with the long-term strategic goals of our client.
Business
Benefits
Our holistic solution for deviation and amendments management led to excellence in clinical trials operations, effort reduction, and performance improvement.
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Provide Business Intelligence as a Service to end pharma clients for enabling better customer experience in pharma
Single source of truth for all business needs of top executives (both internal & external)
Easy access to integrated data for analysis and reporting
Complete ownership and democratization of data
Data warehouse evolution to accommodate future data sources
Acceleration of platform adoption for external users
Business
Benefits
Minimal impact and almost nil disruptions during the pandemic as virtual agents took over the load of actual agents
API enabled platform for quick and easy plug in to capabilities ranging from content, concierge requests, user preferences, chat and self-service lifestyle functions
Reduction in number of licenses
Increase in customer satisfaction through focussed data to insights
30% faster onboarding with automation and other enhancements like quick routing
85% of interactions previously through calls are now routed through chat
Provide Business Intelligence as a Service to end pharma clients for enabling better customer experience in pharma
Single source of truth for all business needs of top executives (both internal & external)
Easy access to integrated data for analysis and reporting
Complete ownership and democratization of data
Data warehouse evolution to accommodate future data sources
Acceleration of platform adoption for external users
Business
Benefits
Minimal impact and almost nil disruptions during the pandemic as virtual agents took over the load of actual agents
API enabled platform for quick and easy plug in to capabilities ranging from content, concierge requests, user preferences, chat and self-service lifestyle functions
Reduction in number of licenses
Increase in customer satisfaction through focussed data to insights
30% faster onboarding with automation and other enhancements like quick routing
85% of interactions previously through calls are now routed through chat
Provide Business Intelligence as a Service to end pharma clients for enabling better customer experience in pharma
Single source of truth for all business needs of top executives (both internal & external)
Easy access to integrated data for analysis and reporting
Complete ownership and democratization of data
Data warehouse evolution to accommodate future data sources
Acceleration of platform adoption for external users
