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ResearchPartner
2017 HEA LTHCA REREP SURVE Y
1st EDITION REPORT
Participation from 4 Continents,72 Countries
60% Reps see more challengestoday in activating HCPs
90% Reps want bettertechnology capabilitiesto win digitalterritories
C ontent Automat ion
Event Management
Schedu l ing
Vo ic e Ass is tant
Out look
Ana lyt i cs
HTML
Impor t PPT
C MSCa lendar
Respons iveAccount Management
Rep Product i v i t y
Pred ict i ve
On-D emand Acc ess
S ample Management
D ig i ta l S ignature Capture
Ca l l Rout ingTab let
S a les Enab lement
Windows
S egmentat ion
Ins ights
Terr i tor y Management
Rep Empowerment
C LM
HC P Response
D i g i t a l
E xc e l
iO S
O f f i c e 3 6 5
PowerPo int
D y n a m i c s 3 6 5 C R M
O - g e n e e
S m a r t p h o n e
M a c h i n e L e a r n i n g
A r t i f i c i a l I n t e l l i g e n c e
L inked In Prof i l i ng
Formu lar y Data
Ut i l i zat i onCa l l P lann ing Remote Meet ing
Customer S at i s fact ion
Pred ict i ve Mode l ing
Bus iness Inte l l i genc e
Unique perspective of healthcare sales, medical, institutional, device,and other reps on their everyday HCP engagement challenges,and their access to, use of, and capability expectationsfrom HCP engagement technologies.
Intel from the inside:
StrategicAlliance
Intelligent Customer Engagement& Management For Life Sciences
REQUEST A DEMO
03
Contents
Executive Summary ...04-05
...06-15
...16-30
...31-50
...51-52
...53-54
...56
...57
Appendix: About thesurvey and sample groups
Conclusions andway forward
Bylines
AboutIndegene Omnipresence
Chapter 1
Access and Utility trendsin HCP engagementtechnology marketplace
Chapter 1 Highlights
Infographic
Technology Access by regions, industry segments, and rep roles
Perceived Utility by regions, industry segments, and rep roles
Key takeaways
Chapter 3
Digital capability needs ofhealthcare reps
Chapter 3 Highlights
Top digital capability needs of healthcare reps to tackle the 5 challenges
Key takeaways
Chapter 2
Challenges of healthcare reps inHCP engagement
Chapter 2 Highlights
Coverage-related challenges
Access-related challenges – 1&2
Account-related challenges
Multichannel-related challenges
Relevance-related challenges
Key takeaways
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
04
Executive Summary
here is the voice of the rep?
In the discussions and investment decisions around technology and innovation that
improve the ability of healthcare reps to engage their HCPs and drive business outcomes, the voice of the actual end users, the reps, has not had equal prominence compared to the operational, IT, and business perspective. In the absence of being heard, the reps have acted by not using or working around existing technologies and platforms to engage their HCPs and achieve their business outcomes. This has consequently limited the potential impact of the large investments manufacturers have made in this space.
Beyond hardware and operations, the industry is spending approximately $2 billion annually just on software for CRM/SFA and rep engagement technology. Despite all this investment, the reps are facing more formidable yet surmountable barriers in managing their assigned traditional and digital territories. These barriers lead to missed opportunities and lower effectiveness in driving impactful HCP relationships and business outcomes.
Reps also report that the capabilities they need to overcome these barriers not only include specific fixes and functionalities in the apps they use (eg, CRM/SFA) but also involve streamlined content and extender support from their marketing teams based out of their regional/global HQs.
Honestly, reps have never found a voice or seat on the table where decisions are being made about what and how they should be doing their jobs at building and maintaining customer relationships. Given the current landscape, we thought we would ask reps directly and bring their voice straight to their managers and directors whose decisions can make or break their efficiency and effectiveness.
We’re extremely grateful to the 500+ healthcare reps across various rep roles who came forward to fill out this 24-question survey to help find digital strategy and decision making that’s closer to modern commercial realities.
Considering all these, we urge you to read this survey report.
Commercial and Medical Reps
Digital and Innovation Leaders
Commercial, Brand, Sales, and IT Managers
Healthcare Biz/Tech Consultants
This report should be insightful for
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
05
Nuggets of truth: The digital divide in HCP engagement marketplace
of healthcare reps, globally, do not have access to more modern technologies like closed-loop marketing (CLM), rep-triggered email, recommended content, or remote engagement.
of healthcare reps globally (48%) report below-average perceived utility of the available technologies. In Europe, a large number of reps (57%) perceive the utility of the tools as below average.
of healthcare reps today face all the 5 types of challenges – Coverage, Access, Account, Multichannel, and Relevance – in engaging and activating HCPs, digitally or face-to-face.
reps from each role – managed care or KAM reps, device reps, specialty/hospital sales, and primary care sales – face the challenge of team sync in account planning and management.
of healthcare reps demand digital capabilities such as digital leave-behinds creation on the go, appointment syncing between tools, and HTML conversion of compliant content.
80%At least
TechnologyAccess
TechnologyAccess
PerceivedUtility
HCP EngagementChallenges
HCP EngagementChallenges
HCP EngagementChallenges
DigitalCapability
DigitalCapability
26%
HalfNearly
60%
80%Nearly
7 in 10
67%
9 in 10Globally
PerceivedUtility
6 in 10Nearly
of healthcare reps in the Asia Pacific region report having access to CRM/SFA tools. Segment-wise, CRM/SFA tools are least available with reps from the Pharma industry (49%).
reps from each of the following rep roles report below-average perceived utility of the available tools: Device Reps, Managed Care or Key Account Management (KAM) Reps, and Service Reps.
of healthcare reps face Coverage and Access challenges across regions, industry segments, and rep roles, irrespective of the practice settings of HCPs.
of healthcare reps rank Omnipresent access (anytime, anywhere, any device) to digital tools as the top-rated capability to overcome Access-related challenges.
reps across all rep roles see a lot of merit in getting content recommendations from their tools to make their HCP engagement relevant.
Over
DigitalCapability
50%
Over
Over
Nearly
Only
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
06
ACC E SS A ND UTILI T Y TRE NDS
IN HC P E NGAGEME NT
TEC HN OLOGY MA RKE TPLAC E
C H A P T E R 1
07
Chapter Highlights
Access and Utility Trends of HCP Engagement Technologies
of healthcare reps, globally, do not use modern technologies like CLM, rep-triggered email, recommended content, or remote engagement.
of healthcare reps from both Pharma and Medical Devices and Diagnostics industries use CRM/SFA tools. About one-third of them use Meeting Schedulers in HCP engagement. At present, almost 90% of reps from all segments do not participate in remote engagement.
of Medical Reps (MSL/MedInfo) use the necessary tools to remotely engage an HCP in a conversation via triggered emails, recommended content, or a remote meeting technology.
of healthcare reps from the Asia Pacific region perceive better use of engagement technologies despite fewer number having access to them as compared with other regions.
reps from Device, Managed Care/KAM, and Service Rep roles are not convinced with the utility of their digitals tools (mostly CRM/SFA tools).
80%At least
TechnologyAccess
TechnologyAccess
TechnologyAccess
TechnologyAccess
PerceivedUtility
PerceivedUtility
PerceivedUtility
PerceivedUtility
26%
HalfNearly
13%
HalfNearly
65%
41%At least
9 in 10At least
TechnologyAccess
7 in 10At least
of healthcare reps in the Asia Pacific region report using CRM/SFA tools, Meeting Schedulers, and/or CLM tools. North America ranks number 1 in the use of CRM/SFA tools, with 60% of its reps accessing these tools.
reps from each rep role (Primary Care Sales, Specialty/Hospital Sales, Device Reps, and Managed Care or KAM Reps) cannot do omnichannel orchestration due to lack of access to right digital tools.
of healthcare reps (48%) perceive below-average utility (usefulness) of available technologies. In Europe, a higher number (57%) of reps have below-average perceived utility.
of healthcare reps from each industry segment perceive the utility of available tools as “Below Average.”
of Remote/Inside Sales reps think that their digital tools help them more than half the time to engage HCPs effectively.
Nearly
PerceivedUtility
6 in 10
Nearly
Only
Only
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Note: Percentage of respondents having the technology. Counts not mutually exclusive.
% ofRespondents
% o
f Res
pond
ents
% ofRespondents
% ofRespondents
Perceived Utility
CLM
Rep-Triggered Email
Recommended Content
Meeting Scheduler
Remote Engagement
NorthAmerica
MedicalDevices andDiagnostics
Biopharma
Europe AsiaPacific
LatinAmerica
CRM/SFA
Biopharma
BIOPHARMA:
Medical Devicesand Diagnostics
MEDICAL DEVICESAND DIAGNOSTICS:
Technology Access Perceived Utility
LATAM AND APAC:Above-AveragePerceived Utility
EUROPE:Below-AveragePerceived Utility
NAM:AveragePerceived Utility
72%Tablets
50%CRM/SFA
34%Meeting Scheduler
20%CLM
20%Rep-Triggered Email
15%Recommended Content
0
20%
100%
50% 100%
Industry Segment
Regional access dip
BelowAverage
Below-AveragePerceived Utility
AboveAverage
Above-AveragePerceived Utility
0
100%
At Rep Roles Level
Regional Topography
Global View
Almost with a symmetric pattern of accessto digital tools across industry segments
The respondents were asked to rate the helpfulness (Utility) of the tools available to them on a scale of 0% to 100%. Let's consider 50% as the average perceived utility.
Nearly half (48%) of the respondents, globally, perceive “below average” utility of the available tools. About 50% of such respondents definitely have CRM/SFA.
Digital leaders need to inquire if the available technologies pose: Business issues, such as lack of training and skills User issues, such as ease of use and offline access Customer issues, such as wrong channel-mix and irrelevant content
Most prevalent or core HCP engagement tools such as Tablets, CRM/SFA, and Meeting Schedulers are still not being accessed by about half of global rep respondents.
The second wave of technologies such as CLM and rep-triggered email seem undervalued as almost 80% of respondents do not access these tools.
More modern tools such as content recommendations and remote engagement are still rare, as more than 85% of reps do not access these tools.
Latin America is a digitally forward territory with most of its respondents reporting high access and above-average perceived utility of the digital tools.
North America with medium access and average perceived utility also stands as a digitally forward territory, although after Latin America.
Europe is digitally behind with medium access and below-average perceived utility.
Asia Pacific is also digitally behind because despite having above-average perceived utility, access to the digital tools is low with responding healthcare sales reps (HSRs).
No alarming insights are drawn when we compare the 2 segments – biopharma (biotech and pharmaceuticals) and medical devices and diagnostics.
Biopharma segment is slightly more digitally forward with a higher percentage of respondents accessing technologies and having above-average perceived utility.
Nearly half of the respondents across all rep roles are not digitally savvy due to low or no access and below-average perceived utility of the digital tools.
Remote engagement is the least accessed tool across all rep roles, except for remote/inside sales.
11%Remote Engagement
48%
DeviceReps
43%
57%
Managed Careor KAM Reps
57%
43%
Specialty/Hospital Sales
46%
54%
PrimaryCare Sales
42%
58%
Medical Reps(MSL/MedInfo)
42%
58%
ServiceReps
60%
40%
DeviceReps
Managed Careor KAM Reps
Specialty/Hospital Sales
PrimaryCare Sales
Medical Reps(MSL/MedInfo)
Remote/Inside Sales
Remote/Inside Sales
9%
91%
52%CRM/SFA
27%Meeting Scheduler
CRM/SFA
Meeting Scheduler
CRM/SFA
Meeting Scheduler
CRM/SFA
Meeting Scheduler
CRM/SFA
Meeting Scheduler
CRM/SFA
Meeting Scheduler,CLM, Triggered Email
CRM/SFA
Meeting Scheduler
10%Remote
Engagement
59%
43%
14%Remote
Engagement
57%
32%
11%Remote
Engagement
46%
30%
9%Remote
Engagement
36%
33%
5%Remote
Engagement
Top 2 mostusedtools
Leastusedtools
ServiceReps
Digitally Forward or Digitally Behind?
Digitally Forward or Digitally Behind?
By “Technology Access” and “Perceived utility” of digital tools that enable HCP engagement and activation
Infographic: Gauging the Digital Savviness of Healthcare Reps
At global, regional, industry segment, and rep role level
Tablets
CLM Rep-TriggeredEmail
RecommendedContent
MeetingScheduler
RemoteEngagement
CRM/SFATablets
NorthAmerica
Europe AsiaPacific
LatinAmerica
BelowAverage
AboveAverage
59%
56% Below-Average Perceived Utility
Below-Average Perceived Utility
Above-Average Perceived Utility
Above-Average Perceived Utility60%
30%
10%Remote
Engagement
64%
36%
18%CLM, Triggered Email,
RecommendedContent
0%
100%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
09
Q: Which tools/technologies do you use on a day-to-day basis for HCPinteractions? (Choose all that apply.)
Technology Access: Regions
0%
Tablets CRM/SFA MeetingScheduler
CLM Rep-TriggeredEmail
RecommendedContent
RemoteEngagement
10%
20%
30%
40%
50%
60%
70%
80%
90%
81%
72%
74% 72
% 67%
57%
60%
50%
26%
38%
32%
37%
26%
30%
22%
14%
26%
26% 21
% 18%
20%
21%
16% 15
% 9%
17% 14
% 8% 7%
GLOBAL APACEUROPENAMLATAM
50%
34%
20%
15%11%
20%
An analysis of reps’ global access trends of HCP
engagement technologies showed that majority
(72%) of the respondents use Tablets, while only
half (50%) of them use CRM/SFA tools. Meeting
Scheduler, at 34% of all respondents, is the 3rd
most used technology.
At least 80% of the respondents do not use
CLM, Rep-Triggered Email, Recommended
Content, and Remote Engagement.
In LATAM, majority (81%) of the respondents
reported using Tablets, whereas only 57%
reported using CRM/SFA. At least 70% of all
respondents reported unavailability of CLM and
Rep-Triggered Email. Worse still, about 80%
reported not having Recommended Content and
Remote Engagement.
In NAM, 60% of respondents use CRM/SFA,
while more than 70% do not use the listed
technologies.
Similarly, in Europe, 72% of respondents use
Tablets, 50% use CRM/SFA, and 37% use
Meeting Schedulers. However, at least 80%
report no access to other technologies.
Respondents from APAC reported to use only
Tablets (67%), CLM (26%), and Rep-Triggered
Email (20%) on a par with global average.
However, they admitted fairly low availability of
CRM/SFA (only 26%), Recommended Content
(9%), and Remote Engagement (7%).
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
10
Q: Which tools/technologies do you use on a day-to-day basis for HCPinteractions? (Choose all that apply.)
Technology Access: Industry Segments
0%
Tablets CRM/SFA MeetingScheduler
CLM Rep-TriggeredEmail
RecommendedContent
RemoteEngagement
10%
20%
30%
40%
50%
60%
70%
80%
90%
83%
69% 63
%
52%49
%
40% 34
%31%
29%
15%
25% 23
%22%17
%
23%
15%12
% 9%
13%9%
Biotech Medical Devices& Diagnostics
Pharmaceuticals
Respondents from the Biotech industry lead in
the use of Tablets (83%), followed by the
Pharma (77%) and Medical Devices and
Diagnostics industries (69%).
Overall, 63% of respondents from the Biotech
industry reported using CRM/SFA and 40%
reported using Meeting Scheduler. On the other
hand, around half of the respondents from the
Medical Devices and Diagnostics and Pharma
industries (52% and 49%, respectively) reported
using CRM/SFA.
Similar to the regional trends, at least 70% of
respondents reported unavailability of
technologies such as CLM, Rep-Triggered Email,
and Recommended Content. In addition, over
87% of respondents reported no access to
Remote Engagement. This trend was observed
across industry segments.
77%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
11
Q: Which tools/technologies do you use on a day-to-day basis for HCPinteractions? (Choose all that apply.)
Technology Access: Rep Roles
Tablets
CRM/SFA
MeetingScheduler
CLM
Rep-TriggeredEmail
RecommendedContent
RemoteEngagement
OthersRemote/
InsideSales
ServiceReps
18%
27%
18%
64%
36%
18%
18%
30%
10%
60%
60%
30%
30%
30%
MedicalReps (MSL/
MedInfo)
12%
5%
76%
36%
33%
13%
12%
PrimaryCareSales
11%
9%
75%
46%
30%
18%
25%
Specialty/Hospital
Sales
13%
11%
74%
57%
32%
22%
25%
ManagedCare or
KAM Reps
16%
14%
82%
59%
43%
16%
22%
DeviceReps
75%
52%
27%
19%
15%
10%
17%
33%
15%
51%
36%
51%
33%
18%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
12
Q: What percent of the time do the above-mentioned tools help youwith engaging and activating your HCPs?
Perceived Utility: Regions
GLOBAL
EUROPE
LATAM
48%
APAC 36%
57%
52%
30% 70%
64%
43%
64%
Globally, nearly half (48%) of the respondents
perceive the utility of available tools as below
average (0%-50%).
In Europe, more than half (57%) of the
respondents perceive below-average utility of
Note: The measure of Perceived Utility is not by each tool type, but for the set of all the
tools respondent agrees to have in the previous question.
the tools, followed by NAM (48%), APAC (34%),
and LATAM (30%).
Reps havingbelow-average perceived utility (0%-50%)
Reps havingabove-average perceived utility (51%-100%)
NAM 48% 52%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
13
Q: What percent of the time do the above-mentioned tools help youwith engaging and activating your HCPs?
Perceived Utility: Industry Segments
Others 47% 53%
Pharmaceuticals 41% 59%
Medical Devices & Diagnostics 56% 44%
At least 41% of the respondents from each
industry segment perceive the utility of available
tools as “below average.”
More than half (56%) of the respondents from
Medical Devices and Diagnostics, 42% of the
respondents from Biotech, and 41% of the
respondents from Pharma segments perceive
the utility of available tools as below average.
Reps havingbelow-average perceived utility (0%-50%)
Reps havingabove-average perceived utility (51%-100%)
Biotech 43% 57%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
14
Q: What percent of the time do the above-mentioned tools help youwith engaging and activating your HCPs?
Perceived Utility: Rep Roles
Reps havingbelow-average perceived utility (0%-50%)
Reps havingabove-average perceived utility (51%-100%)
54% 46%Others
9% 91%Remote/Inside Sales
60% 40%Service Reps
42% 58%Medical Reps (MSL/MedInfo)
42% 58%Primary Care Sales
46% 54%Specialty/Hospital Sales
57% 43%Device Reps
About 6 in 10 respondents from each of Service
Rep, Managed Care or KAM Rep, and Device
Rep roles estimate the perceived utility as
“below average.”
More than half (5) of every 10 Medical Reps and
10 Specialty/Hospital Sales professionals
estimate the perceived utility as below average.
Most (9 in 10) of the Remote/Inside Sales
professionals identify the available digital tools
as very useful and estimate the perceived utility
as “above average.”
57% 43%Managed Care or KAM Reps
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Takeaway #1: Healthcare reps lack necessary access to right
digital tools to engage HCPs better.
Provide healthcare reps with access to right
tools based on their modern roles and
commercial execution goals. For example, a
remote/inside sales rep must have access to
remote engagement technology, but only 27%
of them, globally, have it.
With Indegene Omnipresence, commercial
teams, and technology administrators have the
ability to provide role-based access to many
digital capabilities simultaneously, without
having to worry about incremental costs.
Takeaway #2:Getting healthcare reps to use engagement
technologies is certainly a challenge facing
businesses today, companies, and tech vendors
alike.
Pharma and device digital leaders must research
with their healthcare reps to identify where the
issue lies (whether it is with business, user, or
customer). Commercial software vendors must
collaborate with companies to own the job of
enhancing the utility of their tools with reps.
Takeaway #3:Lack of adoption of digital tools, as perceived by
reps, is a result of below-average utility of these
tools.
Commercial/digital managers and leaders should
research with their healthcare reps to identify
specific areas where reps are facing difficulty
with the tools.
Common trouble areas are
Business issues, such as lack of training and
ineffective process
User issues, such as ease of use and offline
access
Customer issues, such as wrong channel-mix
and irrelevant content.
15
Key Takeaways
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
16
C HA LLE NGE S OF
HEA LTHCA RE REPS
IN HC P E NGAGEME NT
C H A P T E R 2
17
Chapter Highlights
Challenges of Healthcare Reps in HCP Engagement
of healthcare reps, globally, confirm that visiting all the targeted HCPs across their territory with optimal reach and frequency is difficult. Around 46% of reps from North America face this challenge “at least half the time.”
of healthcare reps face difficulty in gaining access to HCPs' offices, be it in their personal practices or in hospitals. This seems to be a “consistent problem” for 35% of reps in North and Latin America and 19% of reps in the Biotech industry.
of healthcare reps, globally, confirm that it is difficult to plan and coordinate engagement of HCPs in larger accounts while simultaneously managing a team of various rep roles.
of healthcare reps globally and in North and Latin America region confirm inadequate or lack of availability of tools that enable remote meeting, email, messaging, or sending presentation to HCPs to view at their convenient time.
of healthcare reps globally and 75% in Latin America region agree that the content available for sharing with HCPs is not relevant, is old or repetitive, or is not tailored to HCPs' needs and practice.
80%At least
CoverageChallenges
CoverageChallenges
AccessChallenges
AccountChallenges
AccountChallenges
MultichannelChallenges
MultichannelChallenges
RelevanceChallenges
5 in 10
79%At least
3/4th
4 in 10At least
64%
7 in 10At least
3 in 10Nearly
AccessChallenges
Top 3Globally,
reps from Primary Care Sales (48%) and Device (49%) rep roles, and 8 in 10 reps from Remote/Inside Sales rep role face the coverage challenge “at least half the time.”
rep roles who face the Access challenge at least “half the time” are Remote/Inside Sales (7 in 10), Primary Care Sales (5 in 10), andDevice Reps (4 in 10).
reps from each of Primary Care Sales, Device, and Managed Care/KAM rep roles face account-related challenges “at least half the time.”
reps from each of Primary Care Sales, Device, and Managed Care/KAM rep roles confirm that multichannel engagement with HCPs is a common challenge.
reps from each rep role agree to face the challenge of content relevance “at least half the time.”
Over
RelevanceChallenges
63%
Over
Nearly
Nearly
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
0% 20% 40% 60% 80% 100%
20% 41% 20% 3% 15%
Base: all respondents (523).
18
Q: Visiting all my targeted HCPs across my territory is difficult (optimalreach and frequency).
Coverage-Related Challenges
GLOBAL
LATAM
EUROPE
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
NAM 17% 37% 24% 3% 19%
21% 43% 18% 4% 14%
36% 29% 29% 7%
0% 20% 40% 60% 80% 100%
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Pharmaceuticals
Medical Devices and Diagnostics
Biotech
25% 43% 17% 4% 12%
15% 40% 24% 2% 18%
29% 29% 14% 14% 14%
The question attributes to the problem of
reaching optimum territory coverage.
It's a collective mandate globally by participating
healthcare reps with 80% confirming that
“visiting all their targeted HCPs across their
territory is somewhat difficult now.”
Although 36% of respondents from LATAM and
29% from the Biotech industry respond as “not
a problem,” 36% of LATAM, 42% of Biotech, and
46% of NAM respondents confirm facing this
coverage problem at least “half the time.”
APAC 20% 53% 15% 3% 9%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
19
Q: Visiting all my targeted HCPs across my territory is difficult (optimalreach and frequency).
Coverage-Related Challenges
0% 20% 40% 60% 80% 100%
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
11% 48% 26% 15%Others
33% 46% 13% 3% 4%Medical Reps (MSL/MedInfo)
21% 43% 15% 4% 17%Specialty/Hospital Sales
10% 41% 28% 1% 20%Device Reps
18% 33% 22% 22%Primary Care Sales 4%
40% 40% 20%Service Reps
26% 39% 18% 11%Managed Care or KAM Reps 5%
11% 11% 78%Remote/Inside Sales
8 out of 10 Remote/Inside Sales respondents
report this as a “problem half the time.” It is not
an overestimate since at least 6 of every 10
Remote reps do not have access to the right
tools (Meeting Schedulers or Remote
Engagement).
4 out of 10 Service reps report this as “Not a
problem,” with 2 out of 10 reporting to face it
“consistently.”
Nearly 5 out of 10 Device and Primary Care
Sales reps report facing the problem at least
“half the time.”
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
0% 20% 40% 60% 80% 100%
19% 44% 23% 2% 12%
Base: all respondents (523).
20
Q: Access to my HCPs is difficult, including seeing them in their offices,getting past gatekeepers, and setting up appointments.
Access-Related Challenges — 1
GLOBAL
LATAM
EUROPE
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
NAM 14% 45% 22% 3% 16%
20% 45% 24% 1% 11%
36% 36% 29% 11%
0% 20% 40% 60% 80% 100%
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Pharmaceuticals
Medical Devices and Diagnostics
Biotech
20% 45% 19% 2% 13%
18% 45% 25% 1% 11%
5% 48% 24% 5% 19%
The question measures challenge in gaining
access to HCPs having individual practices.
Globally, majority (at least 80%) of survey
respondents confirm that access to HCPs in
individual practices is a problem, with 35%
facing this problem at least “half the time” or
“consistently.”
Nearly half of the respondents across regions
and segments report access to HCPs in
individual practices as “sometimes a problem.”
Only in LATAM, the highest number (36%) of
respondents say that access to HCPs in
individual practices is “not a problem.”
Similarly, nearly half (48%) of Biotech
respondents find this as a “problem half the
time,” “major problem,” or a “consistent
problem.”
APAC 18% 53% 15% 3% 9%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
21
Q: Access to my HCPs is difficult, including seeing them in their offices,getting past gatekeepers, and setting up appointments.
Access-Related Challenges — 1
22% 30% 30% 4% 15%
33% 22% 44%
27% 43% 22% 1% 6%
11% 40% 31% 18%
22% 44% 21% 2% 11%
15% 42% 28% 3% 11%
13% 58% 16% 3% 11%
80% 20%
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Others
Remote/Inside Sales
Medical Reps (MSL/MedInfo)
Primary Care Sales
Specialty/Hospital Sales
Device Reps
Managed Care or KAM Reps
Service Reps
At least 70% of respondents across all rep roles
reported that accessing HCPs in individual
practices is a problem. Even worse, all
respondents (100%) from Remote/Inside Sales
(4 out of 10 mentioned it as “consistent
problem”) and Service rep roles (8 out of 10
mentioned it as “sometimes a problem”)
reported it to be a problem.
Overall, 5 out of 10 Primary Care Sales reps
reported facing this challenge of access to HCPs
at least half the time. Similarly, 6 out of 10
Managed Care or KAM reps mentioned this
challenge as “sometimes a problem.”
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
0% 20% 40% 60% 80% 100%
21% 42% 22% 2% 13%
Base: all respondents (523).
22
Q: Access to my HCPs is difficult when seeing them in hospitals,group practices, and institutions.
Access-Related Challenges — 2
GLOBAL
LATAM
EUROPE
NAM 18% 37% 23% 5% 17%
20% 45% 24% 1% 11%
36% 39% 7% 18%
0% 20% 40% 60% 80% 100%
Pharmaceuticals
Medical Devices and Diagnostics
Biotech
24% 41% 19% 2% 14%
18% 44% 27% 3% 9%
19% 38% 19% 5% 19%
This question is related to the problem of access
to HCPs in group practices (ie,
hospital/institutional accounts, independent
delivery networks, etc.).
Globally, majority (79%) of healthcare reps
confirm that access to HCPs in group
practices is challenging, with 35% of them
facing this problem at least “half the time” or
“consistently.”
For about 40% to 45% of the respondents
across regions, it is “sometimes a problem.”
Segment wise, about 30% to 45% of
respondents from each industry segment find
this as a “problem half the time,” a “major
problem,” or a “consistent problem.”
APAC 26% 45% 18% 3% 8%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Others
Remote/Inside Sales
Medical Reps (MSL/MedInfo)
Primary Care Sales
Specialty/Hospital Sales
Device Reps
Managed Care or KAM Reps
Service Reps
Base: all respondents (523).
23
Q: Access to my HCPs is difficult when seeing them in hospitals,group practices, and institutions.
Access-Related Challenges — 2
0% 20% 40% 60% 80% 100%
Not a problem Sometimes a problem Problem half the time Major Problem Consistent Problem
22% 37% 15% 26%
22% 11% 33% 33%
100%
27% 43% 21% 3% 6%
23% 43% 25% 2% 7%
17% 39% 25% 6% 13%
21% 39% 18% 21%
16% 44% 13% 24%2%
At least 7 out of 10 respondents from each rep
role reported that “access to HCPs in group
practices” is a problem.
All (100%) of Service Reps reported this access
challenge as “sometimes a problem.”
At least 6 out of 10 Remote/Inside Sales
respondents reported this as a ”problem half the
time” or a “consistent problem.”
Similarly, 4 out of 10 Device Reps and Primary
Care Sales respondents reported facing this
problem at least “half the time.”
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
0% 20% 40% 60% 80% 100%
26% 41% 21% 2% 10%
Base: all respondents (523).
24
Q: It is difficult to plan and coordinate engaging HCP customers in largeraccounts with multiple team members such as other sales reps, marketaccess reps, and medical reps.
Account-Related Challenges
GLOBAL
LATAM
EUROPE
NAM 25% 38% 23% 1% 12%
26% 41% 22% 2% 10%
0% 20% 40% 60% 80% 100%
Pharmaceuticals
Medical Devices and Diagnostics
Biotech
30% 40% 21% 3% 6%
25% 38% 23% 2% 13%
24% 57% 10% 10%
21% 46% 18% 4% 11%
This question is related to the problem of
planning and coordinating key/large accounts
with multiple team members.
Globally, 74% of respondents report facing
account-related challenges.
About 38% of respondents from Medical
Devices and Diagnostics segment and 36% of
respondents from North America reported to
face the challenge at least “half the time.”
APAC 32% 45% 15% 5% 3%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Others
Remote/Inside Sales
Medical Reps (MSL/MedInfo)
Primary Care Sales
Specialty/Hospital Sales
Device Reps
Managed Care or KAM Reps
Service Reps
Base: all respondents (523).
25
Q: It is difficult to plan and coordinate engaging HCP customers in largeraccounts with multiple team members such as other sales reps, marketaccess reps, and medical reps.
Account-Related Challenges
0% 20% 40% 60% 80% 100%
11% 49% 27% 11%2%
28% 42% 3%20% 8%
39% 37% 15% 3% 6%
23% 34% 28% 1% 14%
19% 56% 11% 15%
33% 22% 33% 11%
40% 40% 20%
24% 45% 21% 8%3%
Overall, 89% of Primary Care Sales respondents
reported to face the challenge of planning and
coordinating between teams and engaging HCP
customers in larger accounts, even though 46%
of these respondents have access to CRM/SFA
tools.
At least 7 out of 10 Device reps and Managed
Care/KAM reps agree to face this problem to a
larger extent, with over 30% of them from each
role facing this problem at least “half the time.”
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
26
Q: Tools that enable remote meeting, emailing, messaging, or sendingHCPs presentation to view at their own convenient time are difficultto use or not available.
Multichannel-Related Challenges
As discussed previously, the availability of
technologies/tools that enable multichannel, also
known as omnichannel, approaches to engage
HCPs is low across rep roles and industry
segments. We found a similar alarming trend in
the use of tools that enable remote meeting,
emailing, messaging, or sending HCPs
presentation to view at their own convenient
time.
The current trend shows that about 64% of
global respondents face challenges in the
availability of multichannel technologies.
This may be due to the fact that CRM/SFA tools
used in the healthcare industry alone cannot
provide omnichannel orchestration. We must
consider additional/differential investments in
certain technologies.
The number of respondents facing this
multichannel-related challenge was the highest
(75%) in the LATAM region, despite it being the
region with the highest technology availability
and above-average perceived utility.
About 33% of respondents from the Pharma
industry reported facing this challenge at least
half the time.
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
0% 20% 40% 60% 80% 100%
36% 35% 15% 5% 10%GLOBAL
LATAM
EUROPE
NAM 30% 36% 17% 3% 13%
41% 34% 12% 5% 7%
25% 32% 25% 4% 14%
0% 20% 40% 60% 80% 100%
Pharmaceuticals
Medical Devices and Diagnostics
Biotech
25% 32% 15% 7% 11%
36% 38% 16% 2% 8%
33% 48% 10% 10%
APAC 38% 39% 11% 6% 6%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Base: all respondents (523).
27
Q: Tools that enable remote meeting, emailing, messaging, or sendingHCPs presentation to view at their own convenient time are difficultto use or not available.
Multichannel-Related Challenges
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Others
Remote/Inside Sales
Medical Reps (MSL/MedInfo)
Primary Care Sales
Specialty/Hospital Sales
Device Reps
Managed Care or KAM Reps
Service Reps
0% 20% 40% 60% 80% 100%
27% 40% 22% 4%7%
40% 31% 6%15% 8%
39% 28% 10% 9% 13%
28% 41% 15% 1% 14%
41% 37% 15% 7%
67% 22% 11%
40% 40% 20%
26% 53% 13% 8%
About 67% of Remote/Inside Sales reps agreed
that access to multichannel technology is “not a
problem.” As discussed previously, about 36% of
the respondents mentioned that they do not
have access to CRM/SFA tools and 18% have
technologies other than CRM/SFA tools.
At least 6 out of 10 respondents from each rep
role reported to face this challenge to varying
extents.
Overall, 3 out of 10 Device Reps, Medical Reps,
Specialty/Hospital Sales reps, and Primary Care
Sales reps reported to face the challenge of
multichannel technologies at least “half the
time.”
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
0% 20% 40% 60% 80% 100%
37% 35% 19% 3% 7%
Base: all respondents (523).
28
Q: The content available to share with my HCPs is not relevant,is old or repetitive, or is not tailored to HCPs’ needs and practice.
Relevance-Related Challenges
GLOBAL
LATAM
EUROPE
NAM 34% 38% 20% 3% 5%
43% 31% 16% 2% 8%
25% 36% 29% 11%
0% 20% 40% 60% 80% 100%
Pharmaceuticals
Medical Devices and Diagnostics
Biotech
40% 28% 21% 3% 8%
34% 39% 19% 2% 5%
33% 52% 5% 5% 5%
This question attributes to the challenge of
having content that is fresh and relevant.
Globally, at least 60% of respondents feel that
the content available to them is old, repetitive,
or not relevant to HCPs’ needs and practice.
At least 43% of respondents from Europe did
not report facing this challenge of content
relevance; however, 26% of respondents from
Europe itself and 40% from LATAM reported
facing this challenge at least “half the time.”
APAC 32% 39% 18% 5% 6%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Not a problem Sometimes a problem Problem half the time Major problem Consistent problem
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
29
Q: The content available to share with my HCPs is not relevant,is old or repetitive, or is not tailored to HCPs’ needs and practice.
Relevance-Related Challenges
41% 41% 11% 4% 4%Others
56% 11% 33%Remote/Inside Sales
20% 40% 20% 20%Service Reps
42% 31% 15% 3% 9%Medical Reps (MSL/MedInfo)
37% 35% 21% 2% 6%Specialty/ Hospital Sales
32% 39% 18% 3% 7%Device Reps
34% 37% 21% 3% 5%Managed Care or KAM Reps
33% 38% 24% 2%Primary Care Sales 2%
At least 6 out of 10 respondents from each rep
role reported facing the relevance-related
challenge. About 44% of Remote/Inside Sales
reps considered it a “major problem” or
“consistent problem” (highest among all rep
roles).
Nearly 6 out of 10 Managed Care/KAM, Device,
Specialty/Hospital Sales, and Primary Care Sales
reps reported this as “sometimes a problem” or
“problem half the time.”
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Takeaway #1: Coverage and access challenges emerge as
strongest barriers for healthcare commercial and
IT teams to enable effective HCP engagement.
Takeaway #2:Targeted account planning and coordination
among team members to manage larger
accounts is really difficult for nearly 75% of the
reps surveyed. Nearly every 9 in 10 Primary Care
Sales respondents, 8 in 10 KAM reps, 8 in 10
Device reps, and 7 in 10 Specialty/Hospital Sales
reps agree to facing this challenge.
Takeaway #3:Traditional CRM/SFA tools currently in use in the
healthcare industry alone cannot provide
omnichannel orchestration.
About 64% of reps surveyed consider
multichannel engagement as luxury as they
confirm that tools that enable multichannel
orchestration are difficult to use or not available.
Consider additional/differential investments in
multichannel engagement technologies or
replace existing solutions with an all-inclusive
commercial cloud-based solution such as
Indegene Omnipresence.
Takeaway #4:Lack of fresh content/information to healthcare
reps must be considered as a notable threat to
sales close rates. Healthcare reps need to stay
relevant and provide utility to HCPs.
About 63% of rep respondents highlight the
significance of challenge of relevance as the
content available to share with their HCPs is not
relevant, is old or repetitive, or is not tailored to
HCPs’ needs and practice.
It is clear that digital mix is the new playground
for all HCP engagement activities, thanks to the
growing number of digitally savvy HCPs. As
discussed in the previous chapter, many reps
don't access necessary digital tools and
capabilities. Among few who are digitally savvy,
efficiency in being creative and different in
engagement practices becomes the weapon to
beat the competition. Innovative commercial
clouds, such as Omnipresence, offer tools that
enable healthcare reps with such capabilities. In
the next chapter, we will learn more about the
trending digital capabilities in 2017.
30
Key Takeaways
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
31
D IGI TA L CAPABILI T Y
NEEDS OF
HEA LTHCA RE REPS
C H A P T E R 3
05
Top digital capability needs of healthcare repsto tackle Coverage Challenges
Ability to move smoothly (ie, same workflow) between different channelsto show content to the HCPs, such as face-to-face, remotely, via email,and by sending a link to view it online at their convenience, instead of usingdifferent applications for each.
0% 20% 40% 60% 80% 100%
4%
29% 24%38%
6%
Base: all respondents (523). 32
1
2
30% 20% 40% 60% 80% 100%
0% 20% 40% 60% 80% 100%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
VeryImportant
Critical
8%
33%28% 26%
5%
NotImportant
Nice toHave
SomewhatImportant
Critical
6%27%
26%
36%
5%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
Critical
Ability for extenders (such as appointment schedulers and vacancycoordinators) to directly integrate their activities into your calendar
Ability to offer your HCPs self-service options (scheduling appointmentsfor remote meetings, requesting information or literature, etc.)
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Top digital capability needs of healthcare repsto tackle Access Challenges
Ability to plan, set up, and conduct remote (online, virtual) meetingswithout having to rely on email communicationand access to their email address
Ability to access and use your software toolson any device, including your smartphone
0% 20% 40% 60% 80% 100%
Ability to automatically sync appointments inyour CRM with your Outlook calendar
3%14%
16%48%
19%
Base: all respondents (523). 33
1
2
30% 20% 40% 60% 80% 100%
0% 20% 40% 60% 80% 100%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
VeryImportant
Critical
6%25%
29%35%
5%
NotImportant
Nice toHave
SomewhatImportant
Critical
4%21%
21%
38%16%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
Critical
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Top digital capability needs of healthcare repsto tackle Account Challenges
Ability to plan account activities as a team (eg, across sales,managed markets, and medical) and view your colleagues’ activitiesand overall progress
0% 20% 40% 60% 80% 100%
5%
25%27% 36%
6%
Base: all respondents (523).
1
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
Critical
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Top digital capability needs of healthcare repsto tackle Multichannel Challenges
Ability during a remote meeting to control and toggle betweenshowing content and showing a live video feed of yourself
Ability during a remote meeting to share content that is preloaded into the platform and screen-share any content on your computer
0% 20% 40% 60% 80% 100%
Ability to remotely call in an expert colleague (MSL, specialty rep,reimbursement expert, etc.) on demand fromyour device during a customer meeting
4%
26%21%
43%6%
Base: all respondents (523). 35
1
2
30% 20% 40% 60% 80% 100%
0% 20% 40% 60% 80% 100%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
VeryImportant
Critical
8%
27% 27%
33%
6%
NotImportant
Nice toHave
SomewhatImportant Critical
5%25%
22%39%
8%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
Critical
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Top digital capability needs of healthcare repsto tackle Relevance Challenges
Getting automated recommendations for the content thatis useful and relevant for your customers to keep them engaged
Ability to create custom, compliant leave-behind materials and sharethem digitally with your customers
0% 20% 40% 60% 80% 100%
Ability to upload and convert compliant documents (PowerPoint, PDF, etc.) intoHTML simply at the click of a button so they can be shared on a Tablet, duringremote meetings, or share via email and onthe web with specific customers
3%
23%20%
43%12%
Base: all respondents (523). 36
1
2
30% 20% 40% 60% 80% 100%
0% 20% 40% 60% 80% 100%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
VeryImportant
Critical
5%21%
26%
39%
8%
NotImportant
Nice toHave
SomewhatImportant Critical
4%25%
18%
46%
7%
NotImportant
Nice toHave
SomewhatImportant
VeryImportant
Critical
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
37
Q: Ability to move smoothly (ie, same workflow) between differentchannels to show content to the HCPs, such as face-to-face, remotely,via email, and by sending a link to view it online at their convenience,instead of using different applications for each.
Not Important Nice to Have Somewhat Important Very Important Critical
The preference of digital savvy HCPs for the
ways in which they want to receive some
information varies to a great extent, thus
creating an engagement gap. The graph shows
the level of importance the respondents give to
the ability of covering those engagement gaps.
About 95% of respondents globally report at
least some level of importance of this capability.
About 7 out of 10 Service reps and nearly half
of Managed Care/KAM Reps, Device reps, and
Specialty/Hospital Sales reps identified this
capability as “very important” or “critical.”
28% 22%5% 39% 6%
28% 41%24% 7%
5% 27% 38%24% 6%
11% 20% 24%33% 13%
2% 23% 48%25% 3%
8% 18% 33%36% 5%
25% 75%
25% 38% 38%
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others 15% 38% 8% 31% 8%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
38
Q: Ability to offer your HCPs self-service options (schedulingappointments for remote meetings, requesting information orliterature, etc.)
Not Important Nice to Have Somewhat Important Very Important Critical
The respondents agreed that digital savvy HCPs
want self-service options. Most of them
considered the ability to offer self-service option
to have a high importance, if not critical.
About 67% of respondents globally regarded
this capability as “somewhat important,” “very
important,” or “critical.”
Overall, 62% of Remote/Inside Sales reps and
50% of Service Reps identified the capability as
“very important.” Similarly, 7 out of 10 Managed
Care or KAM Reps identified the capability as
“very important” or “critical.” Nearly half of
Medical Reps (MSL/MedInfo) mentioned it to be
“very important” or “critical.”
27% 25%7% 37% 5%
3% 17% 52%21% 7%
5% 35% 27%25% 8%
5% 24% 47%22% 2%
6% 25% 34%30% 5%
18% 18% 36%26% 3%
25% 13% 62%
8% 35% 23% 27% 8%
25% 50%25%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
39
Q: Ability for extenders (such as appointment schedulers and vacancycoordinators) to directly integrate their activities into your calendar.
Not Important Nice to Have Somewhat Important Very Important Critical
The current commercialization models in
healthcare account for in-and-beyond field
structure, where the primary healthcare reps
have presales support (eg, appointment
schedulers and vacancy coordinators). The
current technologies are now able to support
and connect this multi-role team structure. This
question examines perspectives of respondents
from these roles.
Let's overlook the global data, because it's more
contextual at rep-role level.
Over 50% of Primary Care Sales,
Specialty/Hospital Sales, Device, and Managed
Care or KAM Reps estimate this capability to be
either “somewhat important,” “very important,”
or “critical.”
About 5 in 10 Medical Rep (MSL/MedInfo)
respondents consider this ability as “very
important.”
About 75% of Service Reps who perform these
activities consider this capability as “nice to
have,” and remaining consider it as “very
important.” Nearly 60% of Service Reps use
CRM/SFA, and 30% also have a Meeting
Scheduler.
9% 31% 26% 29%
4% 27% 22% 47%
5%
3% 24% 24% 38% 10%
10% 33% 27% 22% 8%
10% 30% 30% 26% 4%
13% 36% 21% 26% 5%
75% 25%
25% 37% 38%
15% 35% 27% 19% 14%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
40
Q: Ability to access and use your software tools on any device, includingyour smartphone.
Not Important Nice to Have Somewhat Important Very Important Critical
15% 16%5% 46% 18%
7% 21% 52%3% 17%
5% 13% 49%8% 25%
5% 20% 46%20% 7%
3% 16% 51%12% 18%
3% 8% 41%26% 23%
25% 50% 25%
12% 38% 50%
12% 31% 15% 15% 27%
With field-based reps having to move constantly,
anytime, anywhere, any-device access to
software tools could be “nice to have” or a
“critical” capability, depending on the role type.
In this question, we ascertain the importance of
this capability in all rep roles.
As evident from the graph, 95% of respondents
globally say it's important to use software tools
that are device-agnostic (work on any device).
About 64% find it “very important” or “critical.”
About 90% of Managed Care or KAM Reps
identify this capability as “somewhat important,”
“very important,” or “critical.”
About 6 out of 10 Primary Care Sales, 7 out of
10 Specialty/Hospital Sales, 5 out of 10 Medical
Rep (MSL/MedInfo), and 7 out of 10 Device Rep
respondents identify this capability as “very
important” or “critical.”
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
41
Q: Ability to automatically sync appointments in your CRM with yourOutlook calendar.
Not Important Nice to Have Somewhat Important Very Important Critical
23% 19%5% 37% 15%
10% 45%14% 31%
5% 30% 29%17% 19%
7% 24% 40%22% 7%
4% 20% 39%25% 13%
10% 8% 38%33% 10%
25% 75%
25% 13% 50% 13%
12% 31% 8% 23% 27%
As evident from the graph, 52% of respondents
globally feel that the ability to auto-sync
appointments between CRM and Outlook
calendar (or other Meeting Schedulers) is either
“very important” or “critical.”
As discussed earlier, availability of CRM/SFA
technology is 50% globally.
At least 7 out of 10 Service Reps; 8 out of 10
Managed Care or KAM Reps; and nearly half
of Device Reps, Medical Reps,
Specialty/Hospital Sales, and Primary Care
Sales respondents identify this capability as
“very important” or “critical.”
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
42
Q: Ability to plan, set up, and conduct remote (online, virtual) meetingswithout having to rely on email communication and access to theiremail address.
Not Important Nice to Have Somewhat Important Very Important Critical
26% 27%7% 35% 5%
10% 24% 31%21% 14%
5% 27% 37%24% 8%
9% 29% 36%24% 2%
10% 28% 38%21% 3%
18% 41%38% 3%
38% 25% 38%
8% 46% 19% 19% 8%
Ability to orchestrate an anytime, anywhere
meeting (inbound and outbound remote
engagement) with HCPs could be a “nice to
have” or “critical” capability. In this question, we
ascertain the importance of this capability in all
rep roles.
As evident from the graph, 77% of respondents
globally find this capability “somewhat
important,” “very important,” or “critical.”
About 4 out of 10 respondents from Primary
Care Sales, Specialty/Hospital Sales, and Device
Rep roles rate this capability as “very important”
or “critical.”
100%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
Key Account Management (KAM) is a more
mature role in today's commercialization of
healthcare products and devices. With the rise
of Independent Delivery Networks (IDNs) and
hospital institutions, focused account
management requires the teams to work
collaboratively, which can be achieved by using
available technologies.
About 87% of respondents from Managed Care
or KAM Rep roles identify this capability as
important. About 21% of respondents find it
“critical” and 31% find it “very important.”
Also, a majority (84%) of Medical Reps
(MSL/MedInfo) request for this capability. About
5 in 10 Medical Reps say it's “very important” or
“critical” for them.
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
43
Q: Ability to plan account activities as a team (eg, across sales, managed markets, and medical) and view your colleagues’ activities and overall progress.
Not Important Nice to Have Somewhat Important Very Important Critical
7% 24% 26% 35% 8%
8% 36% 21% 33% 3%
7% 9% 36% 35% 13%
10% 22% 22% 35% 11%
3% 10% 34% 31% 21%
25% 75%
13% 13% 38% 38%
4% 32% 25% 36% 3%
15% 31% 15% 35% 4%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
About 38% of Remote/Inside Sales respondents
rate the capability as “critical,” and 73% don't
have Remote Engagement technology available
to them.
About 5 in 10 respondents from in-the-field roles
identify this capability as important for HCP
activation, and 90% don't have Remote
Engagement technology available to them.
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
44
Q: Ability during a remote meeting to share content that is preloadedinto the platform and screen-share any content on your computer.
Not Important Nice to Have Somewhat Important Very Important Critical
27% 21%5% 40% 8%
3% 33% 15% 44% 5%
3% 29% 21% 39% 8%
7% 24% 20% 44% 5%
3% 27% 19% 44% 6%
7% 21% 28% 34% 10%
50% 50%
13% 25% 25% 38%
12% 31% 23% 31% 4%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
Meetings with HCPs, whether face-to-face or
remote, can call for on-demand expertise. This
question examines the importance of the ability
to remotely call in expert colleagues during
meetings to resolve HCPs' queries.
Globally, about 4 in 10 respondents say it's “very
important” or “critical” to them.
About 6 in 10 respondents from in-the-field roles
identify this capability as important for HCP
activation.
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
45
Q: Ability to remotely call in an expert colleague (MSL, specialty rep,reimbursement expert, etc.) on demand from your device during a customer meeting.
Not Important Nice to Have Somewhat Important Very Important Critical
10% 26% 28% 31% 5%
8% 31% 17% 39% 4%
15% 18% 22% 38% 7%
6% 33% 14% 38% 8%
31% 28% 28% 14%
50% 25% 25%
25% 13% 13% 50%
15% 35% 23% 19% 8%
9% 29% 20% 36% 6%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
Digitizing physical interactions refers to making
virtual interaction more live from a remote
location. About 6 out of 10 respondents feel it's
an important capability for them.
About 6 in 10 Remote/Inside Sales respondents
rate this capability as “very important.”
More than half of the respondents from
in-the-field roles identify this capability as
important for HCP activation. However, 90%
don't have Remote Engagement technology
available to them.
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
46
Q: Ability during a remote meeting to control and toggle between showing content and showing a live video feed of yourself.
Not Important Nice to Have Somewhat Important Very Important Critical
8% 33% 15% 33% 10%
11% 31% 30% 25% 2%
16% 13% 31% 36% 4%
8% 37% 22% 30% 3%
10% 21% 31% 24% 14%
25% 50% 25%
13% 13% 13% 63%
15% 38% 19% 19% 8%
11% 29% 26% 29% 5%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
47
Q: Ability to create custom, compliant leave-behind materials and sharethem digitally with your customers.
Not Important Nice to Have Somewhat Important Very Important Critical
Globally, 9 in 10 respondents see a lot of merit in
the ability to create and share custom, digital
leave-behinds with HCPs.
About 4 in 10 respondents from in-the-field roles
rate this capability as “very important.”
About 2 to 3 out of 10 respondents across rep
roles identify this capability as “nice to have”
and “somewhat important.”
21% 22% 42% 10%
13%
5%
75%25%
14% 28% 41% 10%7%
21% 17% 44% 13%5%
22% 29% 40% 5%4%
20% 20% 45% 9%5%
23% 15% 44% 13%5%
25% 25% 25% 13%12%
35% 23% 19%19%4%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
48
Q: Ability to upload and convert compliant documents (PowerPoint, PDF,etc.) into HTML simply at the click of a button so they can be shared ona Tablet, during remote meetings, or share via email and on the web withspecific customers.
Not Important Nice to Have Somewhat Important Very Important Critical
This question examines the perspectives of
respondents on being in more control of the
content while being compliant as well. Abilities
refer to recent upgrades in content management
and measures the respondent's reactions.
Only 1 in 10 respondents rated this capability as
“not important.”
Globally, 50% of the respondents rated this
capability as “very important” or “critical.”
About 75% of Service Reps find it “very
important.”
About 40% to 60% of front-line healthcare reps
(Primary Care Sales, Specialty/Hospital Sales,
Device Reps, and Managed Care or KAM Reps)
estimate this capability as “very important” or
”critical.”
24% 21% 42% 8%
25% 75%
13%
5%
21% 31% 28% 10%10%
27% 21% 33% 14%5%
27% 24% 38% 4%7%
22% 20% 49% 4%4%
18% 15% 54% 8%5%
25% 25% 25%25%
31% 12% 31% 19%8%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Digital capability needs of healthcare reps
GLOBAL
Managed Care or KAM Reps
Device Reps
Medical Reps (MSL/MedInfo)
Specialty/Hospital Sales
Primary Care Sales
Service Reps
Remote/Inside Sales
Others
This question examined the importance of
getting content recommendations for HCP
engagement. The results of the survey agreed to
the importance of this capability.
Globally, 9 in 10 respondents see a lot of merit in
getting content recommendations to make the
HCP engagement relevant.
At least 4 in 10 respondents say it's a “very
important” or “critical” capability to their roles.
At least 75% of healthcare reps from
beyond-the-field roles (Medical Reps, Service
Reps, Remote/Inside Sales) say it's “somewhat
important,” “very important,” or “critical.”
0% 20% 40% 60% 80% 100%
Base: all respondents (523).
49
Q: Getting automated recommendations for the content that is usefuland relevant for your customers to keep them engaged.
Not Important Nice to Have Somewhat Important Very Important Critical
25% 75%
25% 25% 50%
13% 26% 15% 38% 8%
11% 25% 27% 31% 7%
7% 13% 29% 40% 11%
5% 25% 27% 35% 8%
17% 24% 52% 7%
8% 35% 23% 31% 4%
8% 23% 25% 37% 7%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Takeaway #1: To achieve optimum reach and frequency for full
territory coverage, healthcare reps can benefit
greatly from using a single application to
accomplish multiple tasks such as sharing
content with HCPs on any channel, catering to
inbound requests with self-service options, and
syncing activities with the calendars of
scheduler and extender reps.
Takeaway #2:To overcome access challenge, healthcare reps
should have omnipresent (anytime, any-device)
access to digital tools, and they should also be
able to sync activities between CRMs and
Outlook and plan and conduct remote meetings.
Takeaway #3:To overcome account challenge, healthcare reps
need the ability to plan account activities as a
team (eg, across sales, managed markets, and
medical) and view their colleagues’ activities and
overall progress.
Takeaway #4:Tackling multichannel challenge demands
abilities such as “screen-share preloaded
content in remote detailing,” “adding experts
(MSLs/KOLs) on demand in an ongoing
customer meeting session,” and “improving
remote/multichannel experience as good as a
live interaction.”
Takeaway #5:To solve relevance-related challenges, healthcare
reps can benefit greatly from the ability to create
compliant, digital leave-behinds on the go; HTML
conversion of compliant content for omnichannel
readiness; and automated content
recommendations.
Currently, commercial and digital teams are both
facing these significant challenges and can
benefit greatly from modern approaches to
commercial execution by using an all-in-one tool
such as Omnipresence. A solution that records,
manages, and executes all interactions with
leads is a necessity for your brand's top-of-mind
awareness.
50
Key Takeaways
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
he 2017 Healthcare Rep
Survey highlights the immediate
and near-future challenges of
reps that are breaking
successful HCP engagement. The path
to successfully overcome these
challenges is tricky and filled with many
potholes, thanks to the miss by existing
digital tools. The following are the 3 key
problems that should be addressed
during the planning stage of
commercial execution for effective
Rep-HCP interaction:
1. The execution tech stack must be
defined: The tools that are deployed for
territory capture may not necessarily
work when the focus is on getting
prescriptions. As the process changes
with every customer interaction
journey, the tech stack must adapt to
contextualize itself. The tools should be
selected based on access and
perceived usefulness to the users.
51
Conclusions and Way Forward
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
2. The utility of tools being used must be
enhanced: A continuous focus on enhancing
the utility of the tools provides long-term
benefits along with immediate gains. High
value should be placed for an Independent
Software Vendor’s or SaaS provider's ability to
drive user adoption by trainings, learning
materials, triggers, and process automation.
Also, the flexibility of the tool to connect with
the main tech stack is a valuable factor in
enhancing the utility.
3. New digital capabilities should also
address future needs and challenges:
Opting for future-ready tools is arguably
difficult but very much possible, be it a small
piece of the tech stack puzzle such as remote
engagement or a technology (eg, CRM/SFA).
Future-ready technologies are progressive in
terms of scalability, usability, and flexibility.
The digital capabilities discussed in Chapter 3 of
this report could prove as an integral part of
progressive tech stacks for commercial
execution in Biotech, Pharma, and Medical
Devices and Diagnostics industries.
Let's discuss if Indegene Omnipresence can
help you modernize your next progressive
tech stack of HCP engagement.
High
CLM
TriggerEmail
MeetingScheduler
RecommendedContent Remote
Engagement
EMPHASIZE
PRIORITIZE
Tec
hn
olo
gy
Acc
ess
(su
pp
ly)
High
Low
Low
ENHANCE
DISPOSE
Tablets
CRM/SFA
Perceived Utility (demand)
A decision framework to dispose, maintain,or acquire tools based on access and usefulness for the reps.
Quick Question:
Do your commercial
teams plan their
tech stack beforehand?
How often does that
happen?
PRIORITIZE
Prioritize investmentsin tools with high perceived utility to move to the next quadrant.
EMPHASIZE
Focus continuously onimproving tool utilization
for better return on investments.
DISPOSE
Consider discardingtechnologies that arewitnessing low accessand utility.
ENHANCE
Enhance the utility perception of highly
available tools to justify investments.
he 2017 Healthcare Rep
Survey highlights the immediate
and near-future challenges of
reps that are breaking
successful HCP engagement. The path
to successfully overcome these
challenges is tricky and filled with many
potholes, thanks to the miss by existing
digital tools. The following are the 3 key
problems that should be addressed
during the planning stage of
commercial execution for effective
Rep-HCP interaction:
1. The execution tech stack must be
defined: The tools that are deployed for
territory capture may not necessarily
work when the focus is on getting
prescriptions. As the process changes
with every customer interaction
journey, the tech stack must adapt to
contextualize itself. The tools should be
selected based on access and
perceived usefulness to the users.
2. The utility of tools being used must be
enhanced: A continuous focus on enhancing
the utility of the tools provides long-term
benefits along with immediate gains. High
value should be placed for an Independent
Software Vendor’s or SaaS provider's ability to
drive user adoption by trainings, learning
materials, triggers, and process automation.
Also, the flexibility of the tool to connect with
the main tech stack is a valuable factor in
enhancing the utility.
3. New digital capabilities should also
address future needs and challenges:
Opting for future-ready tools is arguably
difficult but very much possible, be it a small
piece of the tech stack puzzle such as remote
engagement or a technology (eg, CRM/SFA).
Future-ready technologies are progressive in
terms of scalability, usability, and flexibility.
The digital capabilities discussed in Chapter 3 of
this report could prove as an integral part of
progressive tech stacks for commercial
execution in Biotech, Pharma, and Medical
Devices and Diagnostics industries.
Let's discuss if Indegene Omnipresence can
help you modernize your next progressive
tech stack of HCP engagement.
52
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Quick Question:
How do you convince healthcare
reps (users) to switch to new
digital tools? What are the
challenges you face?
Quick Question:
Can you imagine and draw a
progressive tech stack of your
commercial organization?
If you do, share the same with
us.
DownloadDigital SavvyHCP Report
2017
HCPs’View
DownloadDigital Savvy
Pharma MarketerReport 2016
53
Appendix: About the Survey
PHARMAFUTURE™ | ALL RIGHTS RESERVED
THE DIGITAL SAVVYPHARMA MARKETER
Report
Report
Marketers’View
Reps’View
The challenges, access to digital tools, their usefulness, and the capability needs of healthcare reps
The 2017 Healthcare Rep Survey was conducted online, administered and analyzed by PharmaFuture Analysts, among field- and remote-based healthcare reps from Pharma, Biotech, and Medical Devices and Diagnostics segments globally.
This is the 1st year we’ve run this survey for healthcare reps as part of PharmaFuture’s Insights offerings to healthcare industry. PharmaFuture has published research on digital savvy HCPs and pharma marketers through previously researched and published reports. This year, the objective is to triangulate the viewpoint by including healthcare reps as well. You can download the previous reports here:
Every effort has been taken to ensure that the study is transparent, comprehensive, and reliable. The respondents of this survey were encouraged to participate anonymously to reduce the likelihood of any conflicts or organizational bias. The survey questions were divided into 3 sections:
Professional demographics and access to technology and its usefulness
Significance of the challenges reps face in engaging HCPs
Importance of new digital capabilities to tackle their challenges
Further information on the respondents is given in the following pages.
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Participants by industry segment
Cross-representation: Continent versus industry segment
Participants by continent
Base: all respondents (523).
*Others include Medical Nutrition, Home Health, Nursing, Medical Equipment,Clinical Adherence, Drug and Packaging Systems, etc.
54
Sample Groups
Representation of respondents by industry segment and region
Pharmaceuticals
Medical Devicesand Diagnostics
Others 6.5%
45.5%
41.3%
Latin America9.0%
Asia Pacific16.4%
Europe40.3%
0% 60%0%60%
Others*PharmaceuticalsMedical Devicesand Diagnostics
Biotech
0% 100%
Latin America 9% 30% 57% 4%
Asia Pacific 5% 30% 60% 5%
Europe 8% 37% 49% 6%
Biotech 6.7%
North America 6% 54% 31% 9%
North America34.2%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Roles typically performed by participants
Base: all respondents (523).
*Others include Remote/Inside Sales (2.1%), Service Reps (1.9%), Sales Excellence, ClinicalSpecialist, Distribution Manager, Diagnostic Capital and Reagent Sales, Medicare Part B, Sales
Consultant, Long-Term Care Facility Sales, Pharma Ingredient Sales, Drug Safety, and Operations.
55
Representation of respondents by rep roles
Specialty/HospitalSales
Medical Reps(MSL/MedInfo)
DeviceReps
PrimaryCare
Sales
ManagedCare or
KAM Reps
Others*
7.6%2.1% 1.9%
17.4%
10.9%
33.5%9.6%
17%
11.6%
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Sample Groups
56
Bylines
Key contacts in Indegene’s research and commercial software practices
Marc Valdiviezo in New Jersey (marc.valdiviezo@indegene.com)
Shyam Srivastava in Bangalore, India (shyam.srivastava@indegene.com)
Researcher’s Desk Global (info@pharmafuture.com)
Solutions Desk Global (omnipresence@indegene.com)
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
57
About Indegene Omnipresence
SaaS Based Sales Force& Marketing Automation
Intelligent Customer Engagement& Management Solution
Helping global healthcare organizations address complex challenges and improve health and business outcomes
AboutIndegene
Indegene is a global healthcare solution provider, serving 85+ customers, globally, including biopharmaceutical manufacturers, medical device manufacturers, health plans, accountable care organizations, and provider organizations.
Indegene offers medical, marketing, risk, healthcare quality, clinical effectiveness, and care management solutions through a comprehensive portfolio of powerful, next-gen platforms.
Indegene helps clients drive revenue and productivity by seamlessly integrating analytics, technology, operations, and medical expertise across customer engagement, health reforms, healthcare cost reduction, and health outcomes improvement.
Indegene leverages a global talent-pool of passionate, innovative, and collaborative clinicians, technologists, creative specialists, domain experts, and business process specialists to enable digital transformation in health.
Enable reps to use any device they choose and utilize advanced capabilities such as the industry-first intelligent voice assistant “O-genee”
Enhance engagement across multiple channels with a single, fluid, and unified platform
Streamline adoption with an easy-to-use and intuitive user interface
Empower reps with familiar, flexible, and integrated productivity and CRM tools
Gather real-time insights into performance and optimize efficiency and efficacy with inline analytics capabilities
Utilize rich content management tools seamlessly integrated into the platform to create and distribute compelling content
Learn more about the solution
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Visit Website
Degree to which a person believes that a tool or set of tools is
helpful in his/her job performance. It is a measure of perception, and
not the absolute utility.
Refers to whether or not a respondent uses or accesses a type of
technology in his/her day-to-day job.
Perceived Utility
Technology Access
58
Glossary
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
Read Whitepaper >>
Omnipresence debuts on the Nucleus Research CRM Technology Value Matrix with strong momentum towards the leader quadrant
Read Report >>
Why current SaaS models need to be disrupted to meet changing needs and realities?
Read Whitepaper >>
Learn about the top 5 trends in our latest report on Digital Savvy HCP 2017 survey.
Read Report >>
Enable omnipresent healthcare sales rep to deliver always in-touch, filled-in, and on-point relationship.
Read Whitepaper >>
Recognizing the shortcomings in life science SaaS CRM in 2017 – A Whitepaper
Read Whitepaper >>
Are your commercial and medical teams activating their HCP customers?
2017 Healthcare Rep Survey | Indegene PharmaFuture + Omnipresence
59
More Reading Material
Researcher ’s Desk :
in fo@pharmafuture .com
Solut ions Desk :
omnipresence@indegene.com
NEW
C ONVER SATI ONS
EVERY DAY
60
StrategicAlliance
Intelligent Customer Engagement& Management For Life Sciences
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