The Life Sciences industry is one of intense competition and evolving regulatory compliance standards. Companies constantly face significant pressures to lower the cost of drugs, bring products to market more quickly, and increase profitability. At the same time, companies must maintain strict compliance with regulatory guidelines and improve the level of customer satisfaction. The applications used in call centers also need to interface with applications that support other types of customer interactions so that the company can establish a holistic view of all customer touch points, a capability that has become mandatory as the result of legal and regulatory requirements.
This paper provides a description of Traditional Customer Relationship Management in Life Sciences, continues with a short discussion of the Evolution of Medical Communications and Unified Compliance Management, followed by an overview of an implementation of the Integrated Medical Communications Solution recently adopted by a number of Life Sciences companies. The Integrated Medical Communications Solution has resulted in improved staff utilization through more efficient authoring and publishing processes, increased quality and consistency on medical inquiry responses, ability to handle increasing call volumes without increasing staff, and higher levels of client satisfaction.