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Maximize the Value of Your HCP/O Engagement Management Platform Investment
How compliance and improved decision-making go hand-in-hand
Dan Spiteri, Sr. Director, Product & Engineering Safety, Regulatory & Quality Technology Solutions, IQVIA
May 26, 2022

Life sciences companies engage with healthcare providers (HCPs) and healthcare organizations (HCOs) (collectively, HCP/O) across their business every day. These interactions come under intense scrutiny and present significant business challenges. As compliance requirements continue to evolve and become more complex, it’s vital to integrate solutions and systems across every facet of engagement.

For example, an effective CRM platform that includes a compliance engagement module is especially important for life sciences companies. It provides easy access to up-to-date information on every HCP conversation and interaction and puts safeguards in place for effective compliance management. A purpose-built, intelligent platform – one that’s specifically designed for healthcare – can be a game-changer, unlocking real business value by turning simple interactions into valuable insights.

The value of an embedded platform

Healthcare compliance has always relied on transparency. Today, transparency means embedding compliance into an automated solution that improves controls and surfaces valuable risk management data. But, at the same time, it must shift the burden of monitoring and detecting problematic behavior patterns away from teams with limited time and resources. This frees up human bandwidth, enabling executives to focus on more strategic initiatives.

What makes this possible? The ability to interconnect all systems across the organization. That means the best healthcare engagement management systems are those that are designed to be easily connected to platforms for expense management, content programming, logistics and other discrete business functions. So, there’s an end-to-end view of what’s happening across all aspects of engagement.

Managing better operational relationships

An embedded HCP/O engagement management platform allows life sciences companies to rethink customer engagement by making connections across their entire ecosystem. Connected data not only creates efficiencies by optimizing business operations, but also reduces the risk for regulatory violations. And a cohesive infrastructure — of which such a platform is but one component — mitigates risk compared to the patchwork of disparate tools and systems that is still all too prevalent in life sciences organizations today. This improves collaboration across teams and leverages real-time intelligence to enable smarter, user-centric workflows for better decision making. Moreover, a platform that is an integral part of a holistic solution improves the end-user experience by making it more seamless and responsive.

But operational relationships extend beyond customer interactions and into the processes and workflows themselves. This is essential when it comes to managing global and local compliance with a risk-based approach to engagement management. Embedded fair market value (FMV), key opinion leader (KOL) tiering and live monitoring are crucial. Additionally, integrated data capture with standardized collection and transparency reporting across all interactions are key steps toward reducing errors.

Creating a new compliance paradigm

Technology has enhanced the agility of compliance management by leaps and bounds. Data is more than just a byproduct of the process — it’s a valuable resource that can be leveraged for competitive gains.

Start by identifying all the relevant data and bringing it under one roof. This allows you to assess, harmonize and remediate workflows to improve process management and define compliance requirements. From there, you can start laying the technological foundation upon which to build a modern compliance program.

Usability ensures adoption. To succeed, compliance program technology must be seamless, and every component must be closely aligned to business processes. Therefore, an engagement platform that’s designed for healthcare is so critical. An HCP/O engagement management platform that is natively compliant, providing role-specific intelligent workflows, makes engagements faster and more convenient. The best platforms ensure your teams always have access to the right data, accurate interaction histories and real-time insights that extend throughout the organization.

HCP/O engagement management platforms go beyond traditional customer relationship management systems (CRMs) to turn HCP interactions into valuable insights. And, as part of a comprehensive compliance program, they play a critical role in staying on top of today’s risks — and preparing for the risks of tomorrow.

To find out more about how an AI-driven healthcare engagement management platform can drive success for your team, read the white paper, “Turn insight into action with Connected Intelligence.

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