Center First Exp At 1st Contact 2010

Confidentialwww.CenterFirst.net

“Expertise at First Contact”

submitted by CenterFirst Consulting, LLC


Table of Contents

• Mission and Services• Service Descriptions• Clients• Leadership Team• Case Studies

– Patient Adherence Program

– Global Contact Center

– Medical Information Contact Center

– Contact Center Sales

• References

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Mission and Services

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We provide services to help global bio-pharmaceutical leaders maximize the

value of the contact center channel

Mission

Services


• Benchmarked solutions for contact center infrastructure, technology, governance, organizational design and operations

• Proven contact center strategy development process• Project implementation across regions• Migration between internal and outsourced operations• Regulatory compliance expertise by geography

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Global Contact Center Design and ImplementationGlobal Contact Center Design and Implementation

“Our pharma experts work to design and implement the best contact center solution for achieving your business objectives”


• Best in class contact center operations• Innovated programs that align brand objectives, physician benefits,

and patient therapy adherence• Smooth and efficient implementation using a proven process• Intelligent reporting with assured privacy and regulatory compliance• The level of return on investment your brand demands

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Patient Adherence ProgramsPatient Adherence Programs

“Our turnkey patient adherence programs use the contact center channel to generate the ROI you demand for your brand”


• Contact center sales strategy and staffing models to ensure effective coverage of customer targets

• Skills training that help your sales professionals succeed with your most important customers

• Measurements for success that help manage your contact center resources

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Outbound Contact Center Sales ImprovementOutbound Contact Center Sales Improvement

“Our professionals help turn your contact center into a revenue generating competitive advantage”


• Performance improvement programs delivered by training professionals based on proven methodology

• Training programs tailored specifically to your performance goals (i.e., sales, customer loyalty, increased productivity)

• Measurable improvement with follow-up assessment included as part of every training program

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Training and Performance ImprovementTraining and Performance Improvement

“To be successful, contact center professionals need access to the right information, the authority to provide the information, and empathy for

the customer* – We train for success”

* - Fred Smith – CEO of FedEx in an article entitled “The Littlest Things are the Biggest Things”


• Independent monitoring of contact center agents by qualified and trained professionals

• Individual and joint coaching sessions with contact center management and staff

• Written reports to document performance results over time

• “Train-the-trainer” model for your in-house monitoring professional

• Independent evaluation of your outsourced partner on medical accuracy, regulatory compliance, and customer service

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Independent Quality MonitoringIndependent Quality Monitoring

“Our expertise and independence give you confidence in your quality monitoring program”


• Deep regulatory expertise matched with contact center operations experience

• Technical writing skills to document your procedures accurately and efficiently

• Process mapping that translates easily to agent training and improved performance

• SOP templates that have passed Agency inspection

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Regulatory Compliance DocumentationRegulatory Compliance Documentation

“Our expertise in regulation and contact center operations ensures your center operates with compliance and efficiency ”


Clients

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Leadership Team

11

•Founder with 23 years of business experience and 16 years in the pharmaceutical industry including 3 years as Director of the Lilly Answers Center•MBA – The University of Texas at Austin, CPA, RAC

Pete Guillot

•Principal with 20 years experience building and leading contact centers in the US, UK, India, Malaysia, and the Philippines. Deep expertise in training , operations management and organizational performance improvement• Masters in Education – Capella University

Bill Mugavin

•Principal with 10 years of pharmaceutical experience in organizational design, training, and business process. Management and director positions at Accenture, Astra Merck, and AstraZeneca (AZ)•MBA – St. Joseph’s University, Philadelphia

Ann McDonnell


Case Studies


Case Study #1 - Maximizing the Use of the Contact Center Channel via Patient Adherence and Compliance Programs

Top 10 Global Pharma Company

Case Study: Q4, 2009

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Issue: (1) Are we using the contact center channel effectively, and (2) Are we prepared to support our current and future portfolio?Issue: (1) Are we using the contact center channel effectively, and (2) Are we prepared to support our current and future portfolio?

Defined StrategyDefined Strategy Channel ProcessChannel Process

$500,000 (~10% of annual budget) in program cost savings recovered and redirected toward improved program effectiveness and capabilities

OutcomeOutcome

Resolution: Defined strategy and channel processes optimized brand use of contact center channel


Case Study #2 - Cross-Functional Governance and Global Contact Center Approach

Medium Sized Global Pharma Company

Case Study: Q1-Q4, 2009


Resolution: Contact center governance and global contact center approach were developed with management to deliver company-wide advancements

Governance ProcessGovernance Process Global ApproachGlobal Approach OutcomeOutcome

Improved regulatory compliance, decreased cost per call, advanced cross-functional, cross-company metrics and reporting

Issue: (1) How can we improve cross-functional coordination, (2) How do we prepare the contact center organization to support our global growth?Issue: (1) How can we improve cross-functional coordination, (2) How do we prepare the contact center organization to support our global growth?


Case Study #3 - Concept Design & Development and Full Implementation of Medical Information Contact Center


Case Study: Q1 & Q2, 2009


Concept GenerationConcept Generation

Resolution: New Medical Information contact center was designed and implemented to deliver in-depth medical content with each customer interaction

OutcomeOutcomeDevelop & ImplementationDevelop & Implementation

Medical Resources Wins President’s

Award for Outstanding Achievement

Issue: How do we increase the impact made by the Medical Resources on our customers when and how they want it?Issue: How do we increase the impact made by the Medical Resources on our customers when and how they want it?


Case Study #4 – Maximizing Contact Center (Inside) Sales to Cover Growing Product Mix and Customer Base


Case Study: Q1 2010


Resolution: Develop new contact center (Inside) sales skills to deliver critical account coverage for pharma sales division

Inside Sales FrameworkInside Sales Framework Targeted ApproachTargeted Approach OutcomeOutcome

Strategy Approved and

Recommendation has Moved to

Implementation Planning

Issue:: In light of the changes to the product mix, how can the contact center (inside )sales team best support the overall sales performance of the division?

Issue:: In light of the changes to the product mix, how can the contact center (inside )sales team best support the overall sales performance of the division?


References and Testimonials

• Marla Hochfeld, M.D. - Executive Medical Director - Neuroscience - Novartis

[email protected]

(201)274-4689 – cell

• Bill Strickland, PharmD – Senior Director - Medical Resources – AstraZeneca

[email protected]

(302)885-7825

• Bob Harrell, Director – Integrated Marketing – Shire [email protected]

(267) 255-9866 - cell

• Dwight Blass – Manager Relationship Marketing – Genentech

[email protected]

(650)225-1623

100% of client references available

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"We used CenterFirst when we needed to build and develop our entire organization. We started

from scratch and have had great results throughout the process."

“CenterFirst consistently brought the right level of expertise in both

strategy and operations that helped us advance in this increasingly critical area of our business."


Process Model

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•Analyze and Design

•Mission, Strategy, and Operations Review

•Stakeholder Engagement

•Gap Analysis and Initial Report

•Develop and Implement

•Validated Recommendations

•Organization and Role Development

•Training and Performance Improvement

•Implementation Management

•Communicate and Measure

•Change Management

•Metrics and Reports

•Continuous Improvement

Model Description


“Expertise at First Contact”

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Center First Exp At 1st Contact 2010

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