13+ countries, one omnichannel model: digital transformation for a global pharma company
13+
Countries by year two
US + Spain
Pilot in year one
Objectives met
Commercial goals achieved
The challengeA global pharma company undergoing rapid expansion needed to transform HCP and patient experiences across 13+ countries through a major digital programme.
Service lines
Strategy & TransformationMarketing Technology
The outcomeCommercial objectives achieved through a new omnichannel model deployed from US and Spain pilots to 13+ countries across EU, Asia and South America.
Client Situation
- Our client was expanding rapidly worldwide and had committed to a major digital transformation to improve how it connects and coordinates healthcare-provider (HCP) and patient experiences.
- Pilots launched in the US and Spain in year one; by year two, the programme covered the entire EU plus four further countries across Asia and South America.
Our Contribution
- Deployed strategists and product specialists as subject-matter experts across the channel capabilities: email, marketing automation (SFMC), Veeva CRM, CIAM, HCP portals, CDP, data and analytics, and next-best-action.
- Worked closely with local brand teams across country affiliates to identify the highest-impact HCP and patient journeys, then executed them, tailored to local requirements.
Results
- Commercial objectives met through the new omnichannel model, new growth avenues opened and operational efficiency improved.
- A new commercial operating model that addressed staffing gaps and formalised agile ways of working across teams.
- Advanced omnichannel capability live in more than 13 countries.