Operating modelsEngagement journeysCapability building
Helping teams use omnichannel across markets
A global top-10 pharmaceutical company
The challenge
Field-force reductions and upcoming launches increased the need for digital engagement across the region. Digital activation and content localisation were low, and teams made little use of the global omnichannel playbook.
What we delivered
We supported more than 30 markets across four continents, three brands and two therapy areas. Research informed two phases of six webinars, practical assignments, coaching, best-practice forums and brand-plan reviews.
What changed
- 7% → 93%
- Use of the framework in brand plans
- 130%
- Increase in digital activity
- 25%
- Improvement in knowledge
The programme increased framework use in brand plans from 7% to 93%, digital activity by 130% and knowledge by 25%. Fourteen omnichannel advocates helped sustain the work.
A conversation is a good place to start
Talk through your customer engagement challenge
Book 30 minutes with us to discuss what to change and where to start.