Biotech and Pharma
Own the patient experience from start to finish.
The intersection of deep industry and technology expertise
In a high risk, high reward industry, Biotech and Pharma companies have a significant balance to strike. While competing for price, access, and part of the patient experience, you also have to meet rising expectations in an increasingly consumer-centric ecosystem.
At its core, the Biotech and Pharma space exists to bring life-changing medicines to a highly regulated market. But today, the need to satisfy patients, providers, payers, regulatory agencies, and shareholders alike — while staying ahead of the competition — takes the right technologies at the right time. We have consultants with real experience in Biotech and Pharma… no learning curve required.
Trends impacting customer engagement in Biotech and Pharma
Several trends have emerged that Biotech and Pharma companies need to pay attention to in order to remain competitive, including:
- The acquisition of companies or molecules by Pharma creates integration challenges
- The rise of other stakeholders like specialty pharmacy and healthcare organizations that are also striving to engage the same patient
- The continuous focus on how to bring medicines to market faster or fail sooner through better R&D approaches
- Increased focus on reaching both patients and healthcare providers at the time and manner they want
We understand that Pharma and Biotech companies have different relationships
They have radically different stakeholders such as patients and caregivers, healthcare providers, insurers (payers) and pharmacy benefit managers, retail and specialty pharmacy providers, industry thought leaders, and advocacy groups. To benefit from these relationships in ways that are suited to your unique needs, we focus on solutions that help with the following:
Data integration and interoperability
As acquisitions of companies or molecules continue to grow, along with increased collaboration with stakeholder partners, there is a greater need for health information systems to work together within and across organizational boundaries in order to advance the effective delivery of healthcare for individuals. Externally, this includes pharmacies and insurers. Internally, it refers to legacy systems and multiple data sources (i.e., ERP systems) needed to be effective.
Consumerization of the patient and patient engagement
Patients demand and expect a more personalized experience with their treatments — and with the Salesforce platform, engaging patients with a 360-degree view is easy. We work with you to determine the desired customer experience and build corresponding journeys that can be automated and flexible. The results are an empowered and adherent patient.
Measurement/analytics
You need to be able to understand and demonstrate synergistic ROI of marketing channel efforts, as well as measure the effectiveness of patient engagement initiatives — all in order to provide a personalized customer experience and justify marketing spend.
Salesforce provides analytic tools and dashboards to help you know in real time the effectiveness of your marketing and engagement activities.
Determining your role in the patient experience
It can be difficult to figure out your role in patient services: what you should own vs. what insurers, specialty pharmacies, and HCPs should own. We can help you identify and cement your place in the holistic patient experience as well as integration and data sharing with those stakeholders.
FDA/FTC/HIPAA compliance
The importance of FDA/FTC/HIPAA compliance can’t be overstated; we know this is the biggest litmus test of any new digital intervention. We can address your concerns with working within strict privacy and compliance laws, and Salesforce technologies already have certified pre-built safeguards functionality in place.
Traditional and non-traditional sales channel synergies
Marketers and sales ops are looking for new ways to ensure their efforts are connected and personalized to provide the right information at the right time to HCPs.
With a strategically customized Marketing Cloud instance, a 360-degree view of the HCP interaction history and preferences will allow marketers and salespeople alike to create better experiences leading to better relationships with the HCPs.
Increased speed and efficiency of clinical trial management
Trial management outsourcing, more aggressive patient recruitment tactics, and a desire to enroll and monitor patients remotely continue to grow. We understand that data integrity, protocol alignment, and patient privacy are critical to any clinical trial. Using a CRM like Salesforce that provides a dashboard as well as total data connections allows for faster analysis and clean data.
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Patient support programs
Pairing key ecosystem and patient journey knowledge from subject matter experts with the right Salesforce products makes it easy for your organization to create personalized patient support programs that deliver a great experience.
Oncology-Immunology Startup
Through gene therapy, a biotech startup planned to empower patients' own immune systems to combat cancer by re-engineering patient’s T-Cells. With solutions created for such specialized needs and highly sensitive genetic materials, this client knew they needed to take the utmost precautions to meet compliance and security measures and FDA chain of custody standards. They wanted to ensure, given the sensitivity of their line of business, that technology did not get in the way of curing cancer.
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Managed Services
Many Salesforce customers and consultants focus all of their energy on the initial configuration of the platform but haven’t considered their long-term strategies for continued success.
Most of the hard work begins after go-live and as things change, the work never ends. At Silverline, we have years of experience helping our clients thrive after implementation. Learn more about how we can help drive ongoing success for your Salesforce Org.
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