Monitor customer engagement/trends in the HCP population and benchmark reps

PharmaCo started to use A Inside to monitor customer engagement/trends in the HCP population and benchmark reps

Situation

  • PharmaCo wanted to have a tool to monitor the state and trends of HCP engagement in one of its BUs
  • The HCP universe in PharmaCo’s target market consists of 536 HCPs
  • PharmaCo wanted to benchmark rep performance vs. objectives and in their peer group

Complication

  • PharmaCo did not have a data-driven methodology to quantify engagement of each HCP, and measure how it evolved

Result

  • KWARTS implemented A-Inside at PharmaCo, so its data-driven methodologies could be used to quantify the state of HCP engagement at PharmaCo’s oncology BU
  • Next, this information was aggregated for the entire HCP universe of PharmaCo’s oncology BU 

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Impact

  • In Q4 2021, 48 neutral and engaged HCPs became averse, and 7 averse HCPs stopped engaging with PharmaCo
  • Only 1 HCP had a positive customer journey and became more engaged
KPIs
  • CSAT
  • NPS
A-Inside
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