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We Care will utilize a vertical CRM solution that enables the company to automate industry-

specific business processes and improve customer experience. It helps to increase revenue by
empowering the field force with tools for cycle activities planning, marketing, sales, and
comprehensive analytics.
Some useful features include:
a) A comprehensive CRM database which will allow for keeping a complete history of
all customer interactions in one place.
 Account and contact management
 Interactions and communication history
 Relations between customers
 Data enrichment through social media
 Smart duplicate search and merge to keep data clean and up-to-date
b) Coordinated campaigns and marketing communications- It will offer a set of tools for
marketing automation and promotion of pharmaceutical products.
 Segmentation and targeting
 Campaign management
 Event schedules and target audience management
 Marketing resource management
 Closed loop marketing tools
c) Key Account Management- It will also help to gain a better understanding of our key
customers and take advantage of an account-based selling model.
 Tools to identify key accounts and maintain successful communications with
primary and specialty care clinics, preferred pharmacy networks, etc.
 Develop relationship strategies and plan target activities with each of the key
 Market new products with a reduced time frame
 Measure quality of relationship with each account
d) Field Force Management- It will enable our field force employees to work smarter by
providing them with mobile access to key information anywhere at any time.
 Access to complete customer database
 Route planner
 Capabilities to view geographic locations (maps, GPS or GSM)
 Offline mode

e) Sales planning and sales process management- To empower our sales efforts with
vital information about sales plans and distribution channels.
 Capabilities to automate industry specific processes
 Sales automation tools to remain flexible in sales planning and instantly
monitor plan execution
 Unified database of products with detailed description for each drug that can
be used to successfully plan sales, manage pricing, develop product-segment
matrix, etc.
 Automatic data import to analyze the results of the work with distributors and
pharmacy networks
f) Enhanced customer service- To provide more efficient and effective service with an
accurate and complete view of our customers across all channels.
 Contact center automation
 Registering cases and assigning an agent to work on the case
 Monitoring the status and duration of the case resolution
 Omnichannel service management
g) Data-driven decisions and actionable insights- To leverage a variety of tools for
analyzing results and generating real time reports.
 Interactive customizable dashboards for simplified analysis of long-term and
short-term results
 Preconfigured industry specific reports to analyze visits, plan vs. actual
results, cyclic tasks, etc.
 Custom report builder
 KPI monitoring tools
h) Collaborative Planning-Align our internal operations and manage our healthcare
relationship-building activities effectively by using collaborative tools.
i) Email Templates- Boost our customer engagement by setting up mailer lists and
groups, and swiftly deliver relevant information to our potential clients using email
j) Regulatory Compliance- Monitor our representatives’ activities in real-time and
ensure that they are meeting up to the set medical standards on a single-view
dashboard on the CRM.
k) Joint Operations- Partner with leading physicians, KOLs, and medical institutions to
execute promotional strategies for new products and maximize customer satisfaction.
l) Event Automation- Always stay in touch with our customers using automated
invitations, timely reminders for events and follow-ups, as well as confirmation
m) Process Compliance- Understand our customers’ preferences by building profiles for
leading physicians and chemists, and clearly visualizing their spheres of influence for
maximum patient reach.
n) Complaint Management- Defragment complaints and issues brought up by our
physicians and patients by storing them in a single, central service repository in the
CRM software.
o) Internal Collaboration- Get the right people working on every individual service
request in order to reduce turn-around times (TATs) and ensure that resolution is
p) Knowledge Base- Make it easier for our relationship managers to interact with
chemists and physicians with an always-online and extensive knowledge base.
q) Team Accountability- With escalations and alerts, impart accountability to our
departmental teams and maintain a top-notch pharmaceutical support with minimal
opportunities for service requests.
r) Physicians and Chemists- Understand our customers’ preferences by building profiles
for leading physicians and chemists, and clearly visualizing their spheres of influence
for maximum patient reach.
s) Product Awareness- Understand key partnerships better by analyzing drug
perceptions, and how they are prescribing them to their patients, as well as monitoring
shifts in preferences.
t) Key Opinion Leaders (KOLs)- Boost our marketing efforts by building relationships
with key players in the pharmaceutical industry, who maintain credibility and have
significant product knowledge.
u) Quality Relationships- Gauge the potential gain from each pharmaceutical
relationship with detailed reports, and objectively rank our best-performing
partnerships to identify gold-standard clients.
v) Medicinal Marketing- Optimize our marketing timelines by clearly laying out the
target customer groups and their spheres of influence, including key opinion leaders
(KOLs), physicians and medical institutions.
w) Demand Forecasting- Accurately predict market demand for our drugs and medicines
by analyzing your chemist’s purchase patterns, inventory cycles and our physician’s
prescription patterns.
x) Drug Market Potential- Gauge customer perceptions on existing medicines and drugs
and modify our marketing and sales mix to perfectly suit our customers’ healthcare
y) Competitor Analysis- Understand how our customers perceive our peers’ products
with pharmaceutical planning and come up with strategies to reduce business wastage.
z) Central Repository- Store our important information and metadata about our
medicinal products, all under one roof.
aa) Feedback Loop- Create feedback cycles for all our products and services by collecting
and recording physician and patient insight. Dynamically map out future trends by
processing and incorporating these insights.