Surveys have repeatedly shown that both patients and health care professionals (HCPs) are frustrated with the gaps in the cancer treatment patient journey. They both believe that pharmaceutical companies should do more to resolve pain points. They should provide better support and be more involved as partners in cancer care rather than just sellers in both products and services.
For forward-thinking oncology companies, this represents a unique opportunity. A recent study found that oncology companies can add $50 to $75 million in incremental sales for every $1 billion in current sales. This profit can be achieved simply by providing a good customer experience (CX) (reference) This information illustrates how crucial CX has become for the oncology industry, and it shouldn’t come as a surprise.
Today, to take the oncology customer experience to the next level, digital technology is the way to achieve it. Oncologists are decreasing in-person visits, with physician preference shifting toward digital and less time-consuming engagement (especially post-COVID). To overcome this obstacle and succeed, you’ll need a unified CRM platform like Omnipresence with the technological capabilities to make digital engagement work across an entire organization. One that offers CRM tools that include modules that support clinical trials, marketing campaigns, social media, treatment plans, and sales team. A CRM solution platform that can provide customer service that improves not only customers‘ expectations but also health outcomes.
In this whitepaper, we’ve put together 6 ways you can leverage a modern customer experience platform like Omnipresence, the CRM system that can help improve your oncology customer experience management successfully.