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The challenge

  • Our client faced declining profitability of their broad portfolio of mature brands due to lack of personal promotion
  • The company, a leading US manufacturer, committed to support the brands with starters, co-pay and discount programs
  • They needed a solution to cost-effectively promote the brands with personal promotion and achieve an ROI
  • The aim was to deliver high brand reach, add value to HCP offices, drive brand usage and increase customer satisfaction

Our approach

  • Ashfield built a pilot patient service team working in major metropolitan areas
  • We hired and trained a team with strictly no pharma sales experience allowed
  • We started servicing multiple brands with the goal of 18+ calls per day, using co-pay cards and other materials
  • The proprietary Ashfield CRM configuration allows for tailored starter allocations based around the account vs. the HCP

The outcome

  • Within two months, the team averaged over 18 calls per day and within six months, 20.4 calls per day
  • More than 20,000 service calls were delivered in under six months, with an average of 2.62 brands serviced in each call
  • 14,730 HCP targets were reached across 10,369 accounts, representing 73% of the target audience, with cost per HCP per brand contact around $6 (or less with tighter client targeting)
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service team results

Your work is extraordinarily valuable to this endeavor... as a result of your knowledge and skill, but also due to your flexibility and 'can do' attitude

Sr. Director/Team Leader, Customer & Portfolio Optimization

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Speak to us about how we can provide tailor made solutions for you.

Ashfield offers a wide range of world-class, market leading services that include medical sales teams, inside sales, contact centers, clinical educators, patient support programs, medical communications, medical information, meetings and events, market research and training.