PM360 2019 Innovative Service IntelliHealth HCP Engagement Sales Solution from Conduent

IntelliHealth HCP Engagement Sales Solution

Conduent

Sharon Rubin, Solutions Architect
sharon.rubin@conduent.com

Conduent is helping sales teams pivot from a two-way inbound/outbound call center approach to an omnichannel HCP engagement center that integrates with field sales and engages with HCPs across the ecosystem. To accomplish this, the company designed the Conduent IntelliHealth HCP Engagement Sales Solution, a remote and digital sales engagement solution that delivers individualized, digitally enhanced, real-time, analytically enabled support specifically for field sales teams.

One component of the solution is IntelliHealth Collaborate, which alerts field sales of new targets directly in their inbox. It has automated reminders to help reps manage new requests and a simple response mechanism that leverages click-to-call technology. It is customizable and integrates changes into call files in real time within the CRM. In one pilot program, after three months 108 accounts opted in for a rep follow-up across three programs (a 44% conversion rate), and the average time between first contact and field follow-up was 18 days. In a second pilot conducted over another three-month period, email responses from field sales to remote liaison sales increased more than 50%.

Conduent is also developing the Advanced Clinician Profiler (ACP) for its IntelliHealth solution, with plans to launch it as a pilot in 2020. The ACP helps sales teams find valuable and productive prescribers, nurse practitioners (NPs), and physician assistants (PAs) located within group practices. The ACP takes call notes from remote sales, merges it with medical claims and referral data, then puts all that information into a single source that is user friendly and intuitive. The ACP is on a cloud-based platform that continually updates with new information and works in unison with Collaborate to alert field sales of new targets directly in their inbox.

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