Omnichannel HCP & Patient Engagement Planning

We’ll work with you to create an omnichannel digital customer experience strategy for your business, therapy area or product, prioritising experience for the customer over broadcasting messages and focusing on improving engagement relationships with patients and HCPs by building trust and delivering real value.

Our approach is focused on creating an informed, insight-driven strategy that is aligned with the goals of your team and the broader business, and treats the customer as a partner, not a target.

Service details

Deliverables

User journey maps will help bring to life your customer experience for your internal audiences. Channel plans, optimisation guides and internal training will help you move towards omnichannel success.

Benefits

Enable a connected customer experience, make the most of the tools and channels you have, and better equip your organisation to support your customers.

Some of the ways that we can support you

User journey review

By working with main stakeholders from across the business, we develop a view of your key customer journeys across your omnichannel portfolio. Through the eyes of the customer we review the various touchpoints that make up their experience, looking for synergies and opportunities for improvement.

We find silos or dead ends, working with your team to set out a programme of improvements that help customers to see the value in your omnichannel offering, and cut down on noise to help them get what they need effectively and efficiently.

Content delivery and personalisation

In order to truly make the move from multichannel marketing to omnichannel, you’ll need to build a portfolio of tools and channels that allow you to separate your content from the delivery method and focus on delivering a personalised and joined-up experience for your customers.

Whilst digital marketing efforts, product development and innovation projects all contribute to the overall customer experience, it’s only by breaking down silos and creating a joined-up approach that is led by the customer and their preferences that you can truly make the most of these great tools.

With the channels established and working together, we will help you to deliver the right content at the right time in the overall customer journey, and we will help you to understand what works and what needs more work by measuring performance across the portfolio and developing a plan to further evolve and refine the approach based on real customer feedback.

Channel planning and optimisation

By viewing your digital omnichannel portfolio as a whole we will work with you to compare this against an ideal set of journeys for customers, identifying gaps in the experience and plugging them with smart digital tools and platforms that will create a seamless experience.

Using tailored research we seek to understand the unmet needs of the customer, we create genuine value for them across your portfolio and optimise the role for each channel to contribute to the overall impression that they build of your business.