Pharma sampling using bpa
- 1. © 2012 Confidential, Pegasystems Inc.
- 2. Multi-channel Strategic Sample Processing – Pharma Barry Dalton, Multi-channel General Manager
- 3. 32012 Confidential, Pegasystems Inc. Multi-Channel Ecosystem
- 4. 42012 Confidential, Pegasystems Inc. Multi-Channel Platform Customer Facing Web-Based Services Social Services Phone Based Services Mobile Services CRM Data Output Agent Knowledge Information
- 5. 52012 Confidential, Pegasystems Inc. CC Outsourcer Value Proposition Business Analysis & Advisory Services Call Handling Operations Operational Reporting Business Analysis & Advisory Services Multi-channel interaction handling Technology-enabled Business Solutions Data Services & Integration Operational Reporting ClientValueRealization Technology Support Services Data Services Traditional Model New Model Client Client The New Contact Center BPO Value Proposition
- 6. 62012 Confidential, Pegasystems Inc. Business Process & Solution Challenges – Contact Center The contact center is an ever-evolving space, that has changed dramatically over the past 5 years Solutions play a major role in program delivery As reference, we maintain hundreds of unique applications Each program/solution has it’s own requirements. Yes, many do overlap, but each client has unique needs. Since we are “engagement-based”, we are very workflow and business driven. You can imagine the cumulative effect that an ever-increasing number of point-in-time solutions has on IT Something had to change…
- 7. 72012 Confidential, Pegasystems Inc. The Pega Journey – Platform Selection Challenge: extensive issues with a number of “point-in-time” applications ─ Inability to support change to meet customer needs ─ Design and architecture could not easily support growth ─ Too costly to change and increasingly more costly to support Initially, business rules engines (BRE) products as a way to support decision making and workflow changes in applications We determined that the effort to integrate a BRE across many applications to perform decision making and drive workflow would be too significant, costly and possibly more difficult to support Pegasystems could possibly resolve many of our issues The concept of one platform fulfilling most customer-facing business processes was incredibly appealing
- 8. 82012 Confidential, Pegasystems Inc. The Pega Journey – Cloud Computing Approach Strong case management capability to automate workflow Faster time to market – can deliver value more quickly ─ Directly Capture Objectives ─ Automate the programming ─ Access to secure, high performance development, testing and production environments on the cloud Business flexibility and agility ─ Cost predictability: Pega provides the software, security, computing horsepower, storage and bandwidth for a flat monthly fee Security Assessment ─ Meets or exceeds security requirements – Pega’s private cloud model already has customers who have HIPAA, PCI DSS, FDA 21 CFR Part 11 and European Union Data Privacy validate apps on Pega Cloud Integration ─ Pega’s “Private Cloud” model, with a private VPN Tunnel, meant we could treat Pega Cloud as an extension of our data center and integrate seamlessly to our internal systems
- 9. 92012 Confidential, Pegasystems Inc. Pharma Sample Processing Challenges: Customer dissatisfaction – specifically response time, tracking and ability to change as requirements dictate Increasing costs – Setting up new sampling programs are costly to our clients and take too long to complete On-going workflow limitations – displaced and decoupled workflow is causing inefficiencies with the processing teams Data quality issues – limitations in tracking accuracy and consistency of data across sample programs Rigid constraints in processing flexibility – inability to effectively integrate requests from multiple sampling entities, and delivery to various fulfillment vendors Limited reporting flexibility – need better access to data and compliance transparency
- 10. 102012 Confidential, Pegasystems Inc. Current system – legacy software developed 7 years ago, without a forward thinking mindset and designed in the wrong technology foundation. A “point-in-time” solution that prohibits the advancement of the product. The hidden costs of legacy software – it’s very easy to loose track of the cost impact of inefficient software, processes and infrastructure support. The IINBDFI mindset. (if it’s not broke don’t fix it) A new solution approach – design and implement a new “cloud-based” multi-channel solution foundation that can facilitate significant growth. Based on flexible business rules, dynamic workflow capabilities and inherent configurability. Make it audit proof – build with a solid SDLC to insure that compliance, validation and strong reportability are accomplished. Do the above and… You have happy healthcare professionals (and a happy boss) New Strategic Sampling Approach
- 11. 112012 Confidential, Pegasystems Inc. Health Care Professional Selected Channel Request (object) Processing Fulfillment Compliance & Reporting Sample Processing Workflow - 360° 360°approach connects all of the pieces into a cohesive solution
- 12. 122012 Confidential, Pegasystems Inc. High-level Sampling Process Flow API Web Services Fulfillment Route & Process Request e-Sampling, Tele- sampling, Product Information, Coupons and Vouchers Receive Request Contact Center Webservices PortalsTablets IVR Workflow Management Campaign Management Webservices Pega Cloud Information Management PRPC CPM UI - Dashboard Message Delivery Report & Data Delivery
- 13. Questions Answers & © 2012 Confidential, Pegasystems Inc.