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The Challenge

A global pharmaceutical company made a major digital transformation investment with the deployment of a new CRM system. The system excelled at enabling the companyʼs field force to serve their healthcare providers (HCP) with critical product information on-demand. However, the company was less satisfied with the system's ability to capture the rich detail of field force call notes during HCP interactions. They faced two main issues:
  1. No ability to monitor HCP interactions for regulatory compliance issues such as product complaints, potential adverse events, data privacy issues, and inappropriate conduct.
  2. No way to effectively generate actionable business insights from these interactions at scale.

The companyʼs field force was limited to recording the outcome of HCP interactions using a simple drop-down list – a low-quality form of record-keeping that neither protected against compliance issues nor generated business insights. Leadership was keen to increase both the quantity and the quality of the field forceʼs HCP interactions. However, enabling free text call notes would exponentially increase the amount of content requiring compliance review. Policies had to be implemented for many products, in multiple languages, and across more than ten different regional jurisdictions.

 

Resolution

The SafeGuard Cyber platform enabled the company to record detailed, free text call notes for every HCP interaction. By applying customizable policies to meet unique and complex regulatory compliance needs, and by covering all regional language variations, the compliance risk was immediately reduced. Additionally, the call notes began producing a wealth of new business insights.
 
SafeGuard Cyber achieved 100% supervision coverage of free text call note reporting, powered by language-agonistic machine learning. Initial results indicated that these controls were warranted, as the system flagged over 200 significant violations for investigation within just the first few months of operation. Today, SafeGuard Cyber is monitoring up to 100,000 call records per day, in multiple languages, with a less than 1% false positive rate. As a result, the company has been able to cut manual review costs by $3 million per month.
 
In addition to satisfying the core compliance requirements, this approach has enabled the company to analyze a vast new corpus of call notes for sales productivity and analytical insights, thereby achieving significant digital transformation goals.
 

Results

Compliance and Cyber-Security is much more than a matter of IT. With the explosion of the numerous communication channels SafeGuard Cyber offers the only strategy.

Andrew Simmons / Vice President
Senior Manager, Abott Laboratories

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