ALK ENTERPRISE 2.0 PROJECT:
a “SOCIAL” APPROACH
WWW = World W
ide WE
ALK
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
PATIENTS’ ADHERENCE
PHYSICIANSCOMMUNITY
ON LINE
“SOCIAL” TOOLSTO BUILD AND SHARE
COLLECTIVE INTELLIGENCEAND
PROJECTS
PATIENTSCOMMUNITY
ON LINE
ONE-TOUCH KM
SYSTEM
MULTI-TOUCHCUSTOMER SERVICE
ALKENTERPRISE 2.0
PLATFORM
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
ALK ENTERPRISE 2.0 PLATFORM
ARCHITECTURE AND TOOLS
INTELLIGENT REPOSITORY
FORUM/WIKI CONTENT MANAGEMENT
COMMUNITY ON LINE
“GOOGLE” SEARCH AND TAGS
INSTANT MESSAGING
SAP DATA
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
Patients Adherence Design by
ALK ENTERPRISE 2.0platform
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
a “ multi-touch points” approach
ALK PATIENT
ADHERENCE
touch points
ALK customer service dept.
payments and logistics
Medical dept.
marketing dept.
sales force
family physicians
other patients experienced with immunotherapy
social network
allergist
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
Many reasons for non-adherence
regimen (adverse effect or no remission of symptoms)
poor instructions
poor provider-patient relationship
poor memory
patient disagreement with the need for treatment
inability to pay for it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
designing an “adherence journey”
www.allergia.itwww.wikiallergia.it
www.wikialk.ite-prescription
desease management
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
www.allergia.it
on line updated useful info
for patients
orders
product delivery and logistics
vaccines and immunotherapy: instructions
main actions calendar(reorders)
e-mail remainders
visualise the “three years journey” and goal achieved
on line therapeutic regimen
not only “scientific” information for patients
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
not only PRODUCT information for allergists
www.allergia.it
on line updated useful info
for ALK PHYSICIANS
PATIENT’S PRECRIPSTION & ORDER
PATIENT’S product delivery and logistics
PATIENT’S STATUS ON REGIMEN ADHERENCE
LIST OF ALL PHISICIAN’S PATIENTS WITH PRESCRIPTION DATA
ALLERT ABOUT NON-ADHERENCE PATIENTS
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
Moving toward Customer service focused on adherence:THE WIKIALK HUB
(1) all departments, where the patient may go with complaints or question ( this includes sales, medical dept., marketing), are included in a fast on line information flow, constantly updated
(2) all the employees in these departments are allowed to listen and give the right answer
(3) all the issues related to patient are scheduled and registered on a record that represents the relationship’s story between the company and the customer
notifications system
by wikialk HUB
notifications management by
wikialk HUB
patient card on web
by wikialk HUB
expected benefits
reduced average response time for posted questions
increase in the percentage of problems solved with
patient satisfaction
reduction of inbound and outbound calls
toolsactions
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
“www.allergia.it”
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
www.allergia.it
www.wikialk.it
www.wkiallergia.it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
for the alk precribers
&for the alk
customers/patients
www.allergia.it
www.allergia.it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
the on line ALK employees community
www.wikialk.it
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
www.wikiallergia.it
the on line physicians community interested
on immunotherapy
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
• business process reengineering
• change management releted to
“social” and collaborative approach
• data transfer from SAP/ERP to
web-based platform
issues?
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
ENRICO FISICHELLA- ALK
lunedì 18 ottobre 2010
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