Harmonize customer interactions, strengthen performance.

Transform your commercial operations from disconnected silos to collaborative, orchestrated departments with a platform built for precisely-scheduled, contextual customer engagement.
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Introduction to Orchestrated Customer Engagement

Transform your commercial operations

Today there are more stakeholders involved in decisions, a broader set of communications channels, and higher expectations from customers for personalized interactions. These demands require a more coordinated approach to engagement. They require orchestration. 

IQVIA Orchestrated Customer Engagement (OCE) connects sales, marketing, medical and related functions in life science companies to transform commercial models.

An orchestrated model enables companies to improve their customers' experiences, build trust, and optimize resource allocation across all engagement activities.

Orchestrate customer touchpoints

OCE integrates all personal and non-personal touchpoints across customer-facing roles. It supports sales representatives, Medical Science Liaisons (MSLs) and Key Account Managers (KAMs) with all the functionality of traditional Customer Relationship Management (CRM) plus Closed-Loop Marketing (CLM), unmatched mobile access and advanced intelligence. OCE’s digital marketing capabilities enable the field team to trigger compliant non-personal communications, while empowering brand marketers to run sophisticated digital campaigns at scale.

Innovative technology for life sciences

OCE is a new category of cloud-based, life sciences technology built on the latest best-in-class platforms including Salesforce, Amazon, Box, and Heroku. The OCE platform enables companies to move from a patchwork of point applications to a unified solution that adapts to evolving requirements.

IQVIA has also developed unique capabilities for life sciences companies – integrating countless existing data sources and applications, advanced analytics and machine learning, and a consumer-grade user experience that accelerates adoption across functions and enables smarter decision making.

And with OCE, information can be shared across the enterprise, driving actionable insights and tailored, relevant interactions with customers.

 

Experience orchestration

Learn more about how smart, role-specific recommendations and other innovations in OCE improve all customer touchpoints.
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The Future of Customer Experience (CX) is Orchestrated Engagement

This report from Constellation Research examines the reasons why existing CX solutions struggle to meet customer expectations and shows how orchestrated engagement overcomes today's challenges

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