Customer Experience consulting

We supported a pharmaceutical company to develop a digital support offer for Crohn’s disease patients. Our client wanted to understand what the major issues were in the patient care pathway and what levers could be used to address them, in order to develop its solution accordingly.

By identifying and prioritizing obstacles in the treatment process of this disease during a workshop with patients and by co-defining operational solutions to improve and develop the quality of life and well-being of patients, Alcimed enabled its client to develop a solid action plan to create a new patient support program.

Our team helpeda leading pharmaceutical company understand the emotions experienced by patients suffering from a rare disease in order to develop a range of services to improve their well-being and quality of life.

After mapping patients’ emotions throughout their care pathway (from pre-diagnosis to palliative care) in several European countries, our team conducted a benchmark of services for patients, before selecting, during a workshop with our client’s teams, ideas for services to be implemented to respond to the emotional challenges identified with patients.

One of our clients, a player in the winter sports equipment industry, wanted to be supported in the development and prototyping of new services to enhance the experience of its customers who are passionate about mountain sports.

To do so, our team carried out an on-site observation, mobilized our client’s community of 200,000 members (skiers, snowboarders, etc.) and carried out the realization of creative workshops in order to launch of a new value-generating service of services for improving the customer experience along the entire home-mountain route.

Alcimed was thus able to contribute to the launch of a new service that would generate value for mountain enthusiasts!

We assisted a leading pharmaceutical company in redesigning its sales approach to prescribers to make it more digital. The Covid-19 crisis having strongly impacted the usual interactions of the sales force with doctors, our client wanted to rethink its entire go-to-market approach on the ‘customer experience’ part to develop a new approach, entirely digital, and different from the competition.

By identifying trends and benchmarking non-pharmaceutical players in their digital sales approach, and by analyzing the receptivity of doctors to the pre-identified ideas, we helped our client’s sales and marketing teams to define their new ‘customer experience’, from the inspiration phase to the implementation of the new practices within the field team.

Our client, a major industrial player, was aiming to become “fully customer-centric”, putting the customer experience at the heart of its concerns at every level of the company.

To feed this reflection and contribute to the company’s roadmap, we carried out an investigative project based on benchmarks of the digitization of customer relations (in and outside its sector) and interactions with its customers in Europe and the United States.

Our project enabled us to question our client’s initial ideas by integrating a more concrete dimension, and to transform a thought process into an operational action plan.

We helped a pharmaceutical player to structure a care pathway using the “patient tracer” methodology, which consists of retrospectively analyzing the pathway of a limited sample of patients, in order to diagnose areas for improvement and identify possible solutions for better care.

By analyzing the profiles of tracer patients and reconstructing their theoretical pathways, and carrying out an investigation with the key players in care (doctors, nurses, etc.), we were able to propose solutions to improve the patient experience, which we then developed in an action plan to improve the care pathway in this pathology based on the experience of the patients.

A major pharmaceutical company was looking to place customer experience at the heart of its innovation process.

Alcimed worked with the client on the involvement of expert patients in the drug development process. We began by studying the integration of expert patients with the company’s key functions, and the roles involved in the innovation process. We then assessed the company’s pipeline to identify the strengths of a “well-balanced” deployment, enabling the new organization to be rolled out quickly and efficiently. Finally, we developed tools to facilitate the deployment and performance monitoring of the actions implemented, including an interactive digital module to train the entire company in the process, the definition and monitoring of performance indicators, and communication materials.

The expert patient engagement program is now fully integrated into the company, and has resulted in over 26 expert patient engagements, and continues to expand.

Our customer, a pharmaceutical company, needed support in building the strategy of its digital innovation department, as well as in defining a work organization that would encourage the generation and dissemination of innovation to the rest of the company.

To achieve this, our team set up an iterative work process, consisting of several working sessions designed to feed, challenge and structure the thinking process. We were thus able to define the strategic axes of innovation (customer experience, digital activation, etc.), and the objectives and working methods of the company’s digital innovation department. Following validation by the management committee, we also developed the communication campaign for these new directions throughout the company.

Our team supported the French subsidiary of a pharmaceutical company in transforming their customer experience with hospitals, in order to improve the clarity, fluidity, and efficiency of their interactions with hospital staff. Indeed, hospital personnel had been complaining about administrative burdens and a lack of information regarding the use of new therapies.

To help our client rethink their approach to medical teams, we first engaged all internal teams (marketing, sales, medical representatives) so they could align on the objectives and challenges related to the customer experience, by conducting internal interviews. These insights enabled us to organize an ideation session in the form of a game show with all teams, to define new modes of interaction aimed at improving communication with hospital staff.

This project enabled all of our client’s teams to align on strategic priorities and define actions to be implemented in order to improve the experience of hospital teams in relation to the use of their innovative therapies.