Customer Engagement in Healthcare
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1 Customer Engagement in Healthcare July 7, Publicis Touchpoint Solutions, Inc.
2 Today s Discussion Welcome The Healthcare Marketplace Who Is Touchpoint? The 100% Healthcare Contact Center The Future 2
3 The Healthcare Marketplace
4 Healthcare is Growing Health Apps ACA Apple Health Kit Biometrics epatients Google Health EMRs Patient Adherence Healthcare IT Internet of Things ACOs Big Data Physician Extenders 3D Biological Printing Remote Monitoring Wearables Health Apps mhealth Tele Medicine The Quantified Self Personalized Medicine epatients Bionic Organs 4
5 The Affordable Care Act 2014: 9.3M More Americans now have health insurance 2012: 15.6M Americans had no health insurance or were underinsured 5
6 Big Data in Healthcare 80% of Medical Data is Unstructured & Clinically Relevant* EMRs Lab and imaging systems Healthcare professionals patient file notes Medical correspondence Claims data CRM systems Finance * IBM Big Data and the Healhcare Industry 6
7 The Health Tech & mhealth Explosion 7
8 TeleMedicine 8
9 Patient Nonadherence The Costliest Problem in America If therapy non-adherence were a disease, it would be an epidemic. 33% Of all prescriptions are never filled 25% Of nursing home admissions due to non-adherence $300B Annual cost of non-adherence 125,000 US deaths due to nonadherence 9
10 Yesterday s vs Today s Value Proposition WIFM? Hmmmm! Information I need; when, where, & how I want! When? Rep s choice Eg, 8-5 Mon-Fri When? When HCP wants. Eg, 6am-10pm ET Mon-Sat Where? HCP s office, clinic, hospital, etc Where? Where HCP wants. Eg, home in jeans via video What? Company s product message & position What? What HCP wants. Eg, safety info on Product A How? Traditional field sales representative How? How HCP wants. Eg, in-person 4x/yr; live video when questions arise 10
11 The New Touchpoint What Physicians Want! Survey 11
12 Strong Representative Demand Trend But reps better bring their A game 12
13 Physicians Want More 9 in 10 Want More Specialty Representatives Almost Three Quarters Want More Customer Service Representatives 13
14 Virtual & Hybrid Sales Teams 14
15 Summary Infographic 15
16 Who Is Touchpoint?
17 The 100% Healthcare Contact Center
18 Touchpoint s Contact Center 18
19 The Publicis Global Network Largest healthcare communications network in the world. Stand-alone healthcare entities in 16 countries; healthcare presence in over 67 countries. Division of Publicis Groupe S.A., the third largest advertising and media company in the world. Strong financial backing. Unparalleled global reach. Motivate Mine and uncover insights that inspire customer experiences Create Invent and develop customer experiences Activate Deliver customized customer engagements 19
20 100% Healthcare Focused Contact Center Customer Service Inside Sales Clinical Support Tailored Messaging TeleDetailing/Sampling DTC Communications Pharmacy Outreach Profiling/Surveying Order Facilitation/Card Activation Inside Sales Programs Vacant Territory Management White Space Program Hospital Programs Clinical Health Education Adherence Behavior Modification Programs Help Desk Support Inbound/Outbound Channels Telephone Live Video Direct Mail Fax Chat Broad Audience Physicians Nurses, PAs Pharmacy Dentists Payors Distributors Patients Client Field Reps 20
21 Experience and Expertise 21
22 Fully Integrated Multichannel Teams Fully Integrated at Every Touchpoint Direct Mail Fax Brand.com Client s Field Representatives Field Sales & Service Team/s Field Clinical Team/s Inside Sales & Service Team/s Inside Clinical Team/s Amortized Brand Collateral and at Every Channel Chat Field / F2F Phone Live Video Online Chat Fulfillment 22
23 The Future
24 It s All About the Patient Post- Discharge Care 30-Day Readmission In Patient Care Quality of care experience Retention and Adherence Ongoing Wellness Checks Preventative Care 24
25 all Thank you! 25
26 Touchpoint s Inside Staffing Spectrum Customer Service Tele Detailing Professional Sales Credentialed Sales Promotional Staffing Levels Help Desk Clinical Health Associate Clinical Health Educator (Credentialed) Medical Science Liaison (Credentialed) Clinical Education Staffing Levels * Healthcare credentialed staffing can include: PharmD, PhD, MD, RN, RPh, etc. 26
27 Inside Channels Spectrum Chat Text Phone Live Video Fulfillment Contact Center Channels 27
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