PM360 2018 Innovative Service Remote Scientific Liaisons from Ashfield

Remote Scientific Liaisons


Dan McCormick, SVP Strategy, Innovation & Operations

Doctor channel preferences based on information on page 5 of “The Digital Health Debate – A Report on How Doctors Engage with Digital Technology in the Workplace,” by Cello Health Insight, Published November 2015.

During a wave of demand for Medical Science Liaisons (MSLs) at a time when KOLs increasingly interact online or by phone, Ashfield found a way to meet the needs of both parties and radically increase the efficiency of scientific exchange. Remote Scientific Liaisons, a cost-effective, multichannel approach to executing scientific engagement plans, includes trained professionals with the same qualifications as field-based MSLs who reach much larger panels of scientific experts at up to a third of the cost. The innovative RSL model accelerates and enhances a biopharma’s overall medical customer engagement plan while providing a strategic partner to a field MSL team.

Industry research shows that half of KOLs consider themselves part of an “online KOL” community with 90% of doctors preferring to communicate by phone. In such an environment, RSLs expand a company’s national footprint, eliminating travel costs and restrictions, all while increasing efficiency and effectiveness by allowing field MSLs to focus on their highest priority KOLs or activities. RSLs also allow clients to reallocate valuable field MSL expertise to higher portfolio priorities by taking on time-consuming tasks such as following up on field sales requests for response to physician inquiries or coordinating advisory boards.

Ashfield’s RSL solution leverages its state-of-the-art contact center, using multichannel outreach and its “Peer now” real-time compliant two-way MSL video chat. In addition, RSLs are equipped to draw upon the same platforms and tools used by the field team. In 2018, the RSL solution has successfully completed a cost-effective national expansion to supplement a client’s field-based MSL team by delivering two to three proactive virtual engagements per day, increasing KOL target universe by 120, and exceeding insights gained goal by 600% with insights gathered on 97% of calls.


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