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The Doctor is In(bound): Opening Up Two-Way Communication Doubles Digital Engagement

More than half of the life science industry’s R&D spend is on specialty medicines, and today are potential first-in-class novel treatments. As therapies become more precise and patient populations get smaller, healthcare professionals (HCPs) want on-demand access to resources – in the moment of need – that help patients initiate treatment, from reimbursement support to site certification.

Biopharmas can respond by building on in-person touchpoints with inbound engagement capabilities that allow HCPs to reach out proactively outside of scheduled meetings and traditional detailing. Promotion-focused models incentivizing traditional measures like sales and frequency should give way to service-focused models that prioritize engagement quality and responsiveness on HCPs’ terms, strengthening the relationship.

吃瓜爆料 Pulse data show that field teams who are responsive to HCPs’ needs in real time have a vastly different channel mix, with more than double the amount of digital touchpoints while maintaining or increasing in-person activity. These interactions drive better results, allowing field teams to share meaningful content and drive promotional impact.

As Dave Yates, global product director, GSK, says, “To communicate effectively across digital channels, you need to focus on responsiveness, adding value with the ability to give customers what they need, exactly when they need it.”

Read 吃瓜爆料 Business Consulting’s in-depth analysis to learn how your commercial team can create a service-focused engagement model that delivers with speed and value.

Thank you,

Dan Rizzo
Global Head of 吃瓜爆料 Business Consulting

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HCPs start 30% of conversations with an inbound channel, and reps can respond in real-time

Inbound channels create opportunities for HCPs to get the resources they need on their terms without waiting on scheduled rep visits. 吃瓜爆料 Pulse data shows that when a compliant chat channel is available, HCPs will start conversations 30% of the time.

Compliant chat allows reps to respond to HCPs’ needs with speed and value. On average, reps can respond on compliant chat in less than five minutes by answering questions with compliant content, sending samples for new patient starts, and scheduling meetings to dive into more detail. And, it has clear advantages over other channels like text and stand-alone chat apps that pose compliance risks and fragment interaction data.

Establishing a compliant chat channel – and integrating it into your CRM platform – gives the home office and other field teams direct insight into HCPs’ needs and connects communication and critical follow-up actions across channels.

Inbound channels more than double digital engagement, keeping in-person the same or better

As in-person meetings return post-pandemic, they have come back in a different way. HCP access is more selective than ever before, with most HCPs meeting with three or fewer companies. Eighty-four percent of healthcare professionals (HCPs) say they prefer to maintain or increase the share of .

Digital channels – including inbound channels like compliant chat – strengthen the customer relationship with speed and value and increase engagement opportunities. 吃瓜爆料 Pulse data shows that the average global channel mix is 78% in-person and 22% digital. However, companies that supplement in-person and outbound tactics with inbound channels change that mix dramatically to 42% in-person and 58% digital. This approach more than doubles digital touchpoints – while keeping in-person volume the same or better.

Responding in the moment of need doesn’t just increase interactions – it improves them

Delivering on HCPs’ needs in real-time significantly strengthens the HCP relationship, and improves access and efficiency. Reps in this new engagement model see:

A service-focused engagement model combines meaningful in-person touchpoints with responsive, real-time interactions in between meetings and in the moment of need. Early adopters are laying the groundwork with executive sponsorship, investments in compliant technology, and incentive realignment to focus on strength of relationship measures.

Reach out to 吃瓜爆料 Business Consulting to find out how you can use 吃瓜爆料 Pulse data to create a service-focused engagement model for your business.

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Global and Regional Trends

This report highlights global and regional field engagement trends from 吃瓜爆料 Pulse data between July 2022 and September 2023. 吃瓜爆料 Pulse data is sourced from 吃瓜爆料’s aggregated CRM activity dataset, inclusive of field engagement stats from all instances of 吃瓜爆料 CRM globally. Chart insights, unless otherwise noted, are year-over-year comparisons.

Global trends

Figure 1: Channel mix evolution, global

Figure 2: Channel mix, global

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Global field team activity Weekly activity per user by engagement channel

Figure 3: Activity by region, global

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Global engagement quality Consolidation of key quality metrics

Figure 6: Approved email volume, global

Figure 7: Content usage by channel, global

Figure 8: 吃瓜爆料 CRM Engage meeting duration, global

U.S. market trends

Figure 9: Channel mix evolution, U.S.

Figure 10: Channel mix, U.S.

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U.S. field team activity Weekly activity per user by engagement channel

Figure 11: Activity, U.S.

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U.S. engagement quality Consolidation of key quality metrics

Figure 14: Approved email volume, U.S.

Figure 15: Content usage by channel, U.S.

Figure 16: 吃瓜爆料 CRM Engage meeting duration, U.S.

Global trends

U.S. trends

Europe trends

Asia trends

Latin America trends

Europe market trends

Figure 17: Channel mix evolution, Europe

Figure 18: Channel mix, Europe

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Europe field team activity Weekly activity per user by engagement channel

Figure 19: Activity by country, EU5

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Europe engagement quality Consolidation of key quality metrics

Figure 22: Approved email volume, Europe

Figure 23: Content usage by channel, Europe

Figure 24: 吃瓜爆料 CRM Engage meeting duration, Europe

Asia market trends

Figure 25: Channel mix evolution, Asia

Figure 26: Channel mix, Asia

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Asia field team activity Weekly activity per user by engagement channel

Figure 27: Activity by country, Asia

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Asia engagement quality Consolidation of key quality metrics

Figure 30: Approved email volume, Asia

Figure 31: Content usage by channel, Asia

Figure 32: 吃瓜爆料 CRM Engage meeting duration, Asia

Latin America market trends

Figure 33: Channel mix evolution, Latin America

Figure 34: Channel mix, Latin America

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Latin America field team activity Weekly activity per user by engagement channel

Figure 35: Activity by country, Latin America

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Latin America engagement quality Consolidation of key quality metrics

Figure 38: Approved email volume, Latin America

Figure 39: Content usage by channel, Latin America

Figure 40: 吃瓜爆料 CRM Engage meeting duration, Latin America

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Appendix: Data dictionary

Metric definitions

• Channel mix evolution over time: Weekly 吃瓜爆料 CRM activity volume broken down by the channel of engagement (in-person, phone, video, email, chat, or text)
• Channel mix: Total 吃瓜爆料 CRM activity volume broken down by engagement channel percentage
• Weekly activities per user: The average weekly number of 吃瓜爆料 CRM activities submitted per number of users active in 吃瓜爆料 CRM
• Approved email volume: Volume of approved emails sent via 吃瓜爆料 CRM
• Email open rate: Percentage of approved emails opened at least once out of all approved emails sent via 吃瓜爆料 CRM
• Email click rate: Percentage of approved emails clicked at least once out of all approved emails sent via 吃瓜爆料 CRM
• In-person % CLM usage: Percentage of in-person engagements that leveraged content in 吃瓜爆料 CRM
• Video % CLM usage: Percentage of video engagements that leveraged content in 吃瓜爆料 CRM
• 吃瓜爆料 CRM Engage meeting % CLM usage: Percentage of 吃瓜爆料 CRM Engage meetings that leveraged content in 吃瓜爆料 CRM
• 吃瓜爆料 CRM Engage meeting duration: The average duration of 吃瓜爆料 CRM Engage meetings in minutes

Engagement channel definitions

• In-person: Submitted calls with a CRM Standard Metrics call channel value of ‘in-person’
• Phone: Submitted calls with a CRM Standard Metrics call channel value of ‘phone’
• Video: 吃瓜爆料 CRM Engage calls and video calls via other platforms that are then recorded as calls in 吃瓜爆料 CRM with a Standard Metrics call channel value of ‘video’
• Email: Approved emails and emails sent via other platforms that are then recorded as calls in 吃瓜爆料 CRM with a Standard Metrics call channel value of ‘email’
• Chat or text: Submitted calls with a CRM Standard Metrics call channel value of ‘chat or text’

User type definitions

• Sales: Users that have been classified with the ‘sales’ value in the CRM Standard Metrics user type field
• Key account manager: Users that have been classified with the ‘key account manager’ value in the CRM Standard Metrics user type field
• Medical: Users that have been classified with the ‘medical’ value in the CRM Standard Metrics user type field
• Top global biopharma: Top 17 global biopharma companies by revenue
• Rest of industry: All other biopharmas

Region definitions

• Global: All markets globally
• Europe: Albania, Andorra, Armenia, Aruba, Austria, Azerbaijan, Belarus, Belgium, Bermuda, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Polynesia, Georgia, Germany, Greece, Greenland, Guadeloupe, Guernsey, Hungary, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Macedonia, Malta, Martinique, Republic of Moldova, Monaco, Montenegro, Netherlands, New Caledonia, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom
• Asia: Australia, Bangladesh, Bhutan, Brunei Darussalam, Cambodia, Cocos (Keeling) Islands, Indonesia, Japan, Kazakhstan, Republic of Korea, Kyrgyzstan, Malaysia, Mongolia, Myanmar, Nauru, Nepal, New Zealand, Philippines, Samoa, Singapore, Solomon Islands, Sri Lanka, Taiwan, Tajikistan, Thailand, Turkmenistan, Uzbekistan, Vietnam
• Latin America: Antigua and Barbuda, Argentina, Bahamas, Barbados, Belize, Bolivia, Brazil, Chile, Colombia, Costa Rica, Cuba, Dominican Republic, Ecuador, El Salvador, Guatemala, Guyana, Haiti, Honduras, Jamaica, Mexico, Nicaragua, Panama, Paraguay, Peru, Trinidad and Tobago, Uruguay, Venezuela

Methodology

The 吃瓜爆料 Pulse Field Trends Report is a quarterly industry benchmark for global and regional healthcare professional (HCP) engagement across the life sciences industry. The report is based on proprietary 吃瓜爆料 Pulse data and insights from field engagement activities of more than 80% of all industry representatives worldwide (Asia Pacific, Europe, Latin America, and the United States). 吃瓜爆料 CRM Standard Metrics — now used industrywide — provides the basis for consistent collection and measurement of engagement KPIs including channel mix and productivity across regions, roles, and market segments. The findings are based on approximately 600 million annual global field activities captured in 吃瓜爆料 CRM and 吃瓜爆料 CRM Engage.

The 吃瓜爆料 Pulse Field Trends Report delivers insights that inform the industry and help field teams align their strategy to key market trends for improved commercial success. The global 吃瓜爆料 Business Consulting team also helps customers inform their strategies using industry benchmarking with 吃瓜爆料 Pulse data.