CX Strategy in Life Sciences Openworld 2013. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy.

CX Strategy in Life Sciences

Openworld 2013

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 122

Oracle Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 123

Session Agenda

IntroductionTim Kvanvig – Oracle Life Science

Business Unit

Oracle Life Sciences CX StrategyPiers Evans – CRM/CX Product Strategy

Director

Life Science Use CasesAndrew Keleher - Senior Director and CX

Applications Architect

Stephen Harris – CX Sales Consulting

Manager

Q & A

Life SciencesCompany

BRAND

Life Sciences in the Past

Physician orLab Technician

LessRegulations

Large Sales Forces

Abundance of new brands on the market

Aggressive Go To Market

Sales Rep per

Brand

Physician

choses and prescribes the best brand

Brand Centric

Direct

Influence

Scripted Sales Pitches

Single Source of all knowledge

Sole Focus on the Prescriber Increasingly Ineffective

159856Only 56% of

prescribers are willing to meet with reps

The average rep interaction is only 98

seconds

A full product discussion occurs in

only 15% of calls

Sources: “A Prescription For Change,” Oliver Wyman, 2008; “Sales Force Effectiveness: The New Strategic Imperative,” IMS

Need for Continuous, Cross Channel Dialogue & Interaction

Across a New Landscape of Customer Touchpoints

Social Web

ContactCenter

Face 2Face

Social

Mobile

Web

ContactCenter

Life Sciences Today New Customer Landscape

Payers

Providers

Prescribers

Patients

the prescriber chooses, the provider makes available, the payer pays and the patient consumes

Life in the New Normal: The Customer Engagement Revolution

Accenture Research 2013

“Nearly one in four direct sales force interactions have been replaced with digital interactions for targeting doctors, providers, payers and patients over the last two years”

Rise of the Digital Life Sciences Marketer

Your Customer Awaits Personalized & Relevant Messaging

Customers want to receive information that is unique and relevant to their daily lives. In marketing, one size does not fit all.

85% of respondents indicated their

company’s personalization maturity as 50% or below

30% of HCPs want more marketing

content to be delivered via digital media

20% of HCPs want to receive less

information in person

57% of physicians indicated they were

interested in using video detailing*Source: http://www.uk.capgemini.com/sites/default/files/resource/pdf

Multichannel_Closed_Loop_Marketing___Digitally_Transforming_the_Life_Sciences_Industry.pdf

Refocus The Customer Experience

Only Oracle Can Connect Every Engagement Your Customer Has With Your Brand

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1211

Mobile

SocialIn Store Contact Center

Field Service

Direct Sales

Channel SalesWeb Oracle Marketing

Oracle Commerce

OracleSales

Oracle Service

Foundational Tools

Oracle CloudInfrastructure and Platform Services

Oracle MDM, BI and Decisioning Tools

Oracle Integration and BPM/SOA Tools

Oracle Social

Oracle Mobile, Portal and Content Tools

Leader in CRM Lead Management

Leader in E-Commerce

Leader in Sales Force Automation

Leader in CRM Web Customer Service

Leader in CRM for Large Organizations

Leader in CRM Customer Service Contact Centers

Leader in CRM Suite for Customer Service Solutions

Oracle CX Connects Every Engagement Your Customer Has with Your Brand

Oracle Life Sciences CRMSolutions Supporting The Needs of Life Sciences Companies

Deliver the right messages to customers

Drive Sales Effectiveness

Mobility – anytime, anywhere access

Account Management, Business Planning, KOL engagement, Sales visit planning & reporting, Samples Management

Personalized Content Delivery, Sales Rep Detailing, Multi-channel marketing campaigns,

Cross-channel interaction

Integrated Service Support to provide information through Chat, Co-Browse and

automatically create the activity for reference

Mobile offline Selling solutions, Designed by sales reps for sales reps, next generation devices

Advanced security & flexibility, Extensible configure to code platform, deep Industry editions

Integrated Service

Flexible Cloud Deployment Support

The Challenges for Life Sciences Selling ForcesThe Brand Needs to Make Every Interaction Count

• Highly competitive customer environment• Difficult to access customers• Need to make every interaction count

• On the Road, intermittent connectivity• Require easy use and access CRM

InfluenceMarket & Sell

RetainSupport & Serve

1

Need(Understandthe Market)

6

Track Progress& Manage Issues

3

Persuaded &Influenced

8

Educate

2Segment& Target

7MedicalInquiries

& Research5

ProvideTreatment

4

Pay &Prescribe

CX for Life Sciences Customer Relationship Lifecycle

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1215

Session Agenda

IntroductionTim Kvanvig – Oracle Life Science

Business Unit

Oracle Life Sciences CX StrategyPiers Evans – CRM/CX Product Strategy

Director

Life Science Use CasesAndrew Keleher - Senior Director and CX

Applications Architect

Stephen Harris – CX Sales Consulting

Manager

Q & A

5. Review Digital Body Language

4. Plan Face 2 Face Visit

3. Nurture HCP

1. Market Insight

6. Execute Call & eDetailing

2. Multi Channel Sales & Marketing

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1217