In the highly specialized world of medical device manufacturing, establishing and nurturing expert relationships is paramount. One leading manufacturer faced an increasing challenge in effectively engaging with experts in their domain due to scattered communication, disjointed information, and a lack of actionable insights. Their solution came in the form of Omnipresence CRM. The platform, tailored for the life sciences industry, brought about a transformative change in how they connected with key opinion leaders and stakeholders. The CRM’s multi-channel integration allowed seamless communication across various platforms, ensuring that experts were reached most effectively. Additionally, the manufacturer could centralize all expert-related data, which provided a 360-degree view of each engagement. They could also derive actionable insights through real-time analytics, enabling more personalized and effective engagement strategies. As a result, the manufacturer strengthened their ties with existing experts and identified and cultivated relationships with emerging leaders in the field.
| Customer: Medical Device Manufacturer |
| Organization Size: Large (10,000+) |
| Location: United States |
| Division: Orthopedic Surgery |
| Solution: Omnipresence CRM |
Challenges
- Contracting with practicing healthcare professionals has become a poor customer experience due to complex ethical and legal safeguards.
- Multiple legacy Salesforce-based solutions duplicated efforts to manage expert engagement across functions.
Needs
- A single, modern solution to manage the complete expert engagement lifecycle across the organization.
- Seamless integration with downstream business solutions to remove operational friction.
- Focused and adaptable user experience with role-specific functionality and process-driver workflows.
- Lower TCO through streamlined operations and consolidation of legacy systems.
Outcomes
- The operational bottleneck of a complex process and fragmented systems has been solved to simplify working with external experts. This has improved their onboarding satisfaction and encouraged recruitment by local teams.
- Global business units have adopted this solution along with other customer engagement functions across multiple operating regions.