Customer experience should be front and centre for every service provider. Instilling trust enables companies to develop effective relationships with their customers. Pharma has the added challenge of time – with HCPs unable to spend hours meeting reps or reviewing data.
A report by DT Consulting called The State Of Customer Experience In The Global Pharmaceutical Industry, 2022: HCP Interactions, highlights that trust, relevance and simplicity are the key factors HCPs look for when interacting with a company. Delivering these attributes has proven to be a challenge with all of the pharma companies surveyed scoring fair or good but excellent appearing elusive. So what’s the solution?
Digital engagement is on the increase with several data models pointing to the high-value HCPs place on both the delivery of content and the type of content they receive. Tangent90 enable pharma to share published scientific content from within their existing IT ecosystem. This trusted content, whether a digital copy of a journal article, commonly known as an ePrint, a quick-take video, a specific data set or an article research summary, can be served directly to the HCP as and when they want it. An important benefit of this solution is that content can be shared via any of pharma’s existing channels, with Tangent90’s solution pushing valuable insights, such as content usage, back into the incumbent CRM system, enabling pharma to build detailed profiles of their target HCPs. The obvious benefit of this approach is the improved customer experience. HCPs can access and download the content via a single click – no form filling, just immediate access to the content they value most. Knowing what content HCPs want via what channel and when will help foster the essential attributes of trust, relevance and simplicity.
To find out more about how Tangent90 can support you in managing your scientific content distribution, please get in touch with us at [email protected].