How will CRM support the future

role of pharmaceutical sales

representatives?

DeDuCo Europe NV - Christian Beele (Director)

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• Founded in 1987

• Sales Force Automation since 1989

• Expertise

Pharmaceutical market

Fast Moving Consumer Goods market

Horeca and Catering market

DIY market

Vending market

• Branches

Kortrijk (Belgium)

Bangalore (India)

DeDuCo Europe NV

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We deliver in-depth expertise

in leading CRM software applications

to professional service organisations

in order to deliver cost-effective solutions,

based on a standard approach.

DeDuCo’s Mission

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Corporate customer knowledge

Swift data exchange between all users

Customer Service, Helpdesk, Telesales

Service Merchandisers

Field Sales Management – Sales people

Marketing – Key Account Management

Target groups

CALLcenter+

SALESforce+

PLANOgram+

DeDuCo’s CRM Suite

KEYaccount+

TERRItory+

ROUTing+

DeDuCo’s Product Range

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Integration in IT Environment

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DB

SY

NC

HR

CRM+

database ERP

CEN

TR

AL A

PP

LIC

ATIO

N

FIE

LD

AP

PLIC

.

IMS,

external

data, …

Customer

support

Marketing Helpdesk Management Internal sales

Integration in IT Environment

DeDuCo’s Customer Portfolio – Pharma

DE

DeDuCo’s Customer Portfolio - Food

DeDuCo’s Customer Portfolio – Non-Food

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How will CRM support the

future role of pharmaceutical

sales representatives?

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Visit profile

Sales book presentation

Order entry / Samples delivery

Call reporting product level

Marketing survey questions

Pictures in the pharmacy

Continuing education

…..

…..

…..

…..

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Research & Reporting

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Topics

Order entry : how to make complex processes simple ? (with Sales Book integration)

Routing optimisation

….

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Logistical process flow

From CRM to ERP, wholesalers, etc.

Transfer orders (via wholesalers)

Direct delivery (via your company or an external logistical provider (super wholesaler)

Contract sales round (groupements) (contract orders)

Ex car delivery (full displays)

Delivery of POS material (empty displays etc.)

Return of goods

Different types Request return / Return / Request credit note

Return of goods – solved via free goods (ex car or via wholesaler/head office etc.)

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Logistical process flow

From ERP, wholesaler, etc. towards CRM

Feedback from wholesalers (standard FTP protocol) Backorders

Functional errors : CNK code unknown, APB code unknown,…

Technical errors

Feedback from ERP system

Invoicing information

Turnover

Statistics

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Logistical process flow

Different proposals at the same time or within one sales cycle

Replenishment order

Promotions. Each promotion can have different parameters such as

Delivery flow (contract – transfer order – direct order …)

Delivery period

Different delivery dates, and where the total sum is the basis for condition calculation (threshold – staffel – panaché)

Postponed delivery

In combination

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Logistical process flow

Different proposals at the same time or within one sales cycle

Type of condition Different for independents or ‘groupement’ pharmacies

% discount or Free goods

Different threshold (10 -> 20 % , 20 -> 25 % , …)

According to threshold quantity

Possibility to postpone deliveries (Y/N)

To deliver/propose incentives

Automatic condition calculation or manual condition calculation

‘Groupement’ orders for # pharmacies

Threshold conditions valid for cluster pharmacies

One Pager(s) for each promotion

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Input in CRM system

User friendly input

One order input screen

Selection / switch to different proposals without having to close the order form and reopen the order entry screen

Start from the One Pager document and fill in quantities for the proposal

Possibility to have 1 signature for all generated orders instead of 5 separate signatures

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CRM system

Process flow after automatic or manual approval of the order

Send automatically to different destinations (ERP, Wholesaler)

Postpone the expedition for promotions with delayed / postponed delivery

Send 1 order confirmation via email to the customer with tailor made information

Quantities , discounts

Prices (yes / no)

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Planning & Routing

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Planning & Routing

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Planning & Routing

optimisation

Geocoding of all pharmacies, doctors, hospitals, etc.

Possibility for use of “Radius selection” within CRM customer base

Automatic generation of daily trip planning (even taking into account the structural traffic jams)

Takes into consideration visit frequency and visit time

Fixed appointments with doctors are respected

Significant decrease of mileage less fuel consumption costs

less leasing costs or maintenance costs

less driving time

resulting in more available visit time

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Radius visualisation

Possibility to view other POS which are in a certain range of a specific POS or routing

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• Reduce transport cost by 10 - 20 %

• Planning in line with your objectives

• Easily compare plans to select the most

appropriate

• Reduce cost per visits

Save money Improve service quality

Increase efficiency Reduce environmental

impact

• Customer satisfaction

• On-time visit

• Reduced turnaround time

• More pharmacies/doctors can be served

during the same sales cycle

• Planning automation

• ‘lost visits’ can be re-injected in planning

• Improved sales rep’ life (& management)

• Increased planning transparency

• Achieve sales targets

• 5 to 20 % reduction on CO2 emissions

• Saving > 5 000 tons CO2 / year

Benefits of routing

optimisation

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DeDuCo Europe

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DeDuCo Europe

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DeDuCo Europe

“When the going gets tough, the tough get going”

Software : SALESforce+

Hardware : Panasonic Toughbook & Toughpad Focused on mobility

Shock resistant

Resistant to dust, water, extreme temperatures

Touch & pen operated

Connectivity

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The future of the

pharmaceutical sales rep

These days the job is changing again

Information is what’s valuable

Future evolution of a salesman to a trained detail man

Doctors aren’t the funnels to drug sales they once were

Generic and Over-The-Counter products

Digital Marketing

……

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More information available on

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Event management Approval process Event Cost : budget – realized Sales man budget : Budget – realized

Batch number – samples follow up Dotation's / sales representative Max samples / year / doctor

Picture management

Transfer orders

Follow up deliveries • Backorders • Enhanced follow up tool

• Follow up service level degree / wholesaler • Credit note follow up

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Interfaces FMC doctor-hospital data integration IMS data integration Sell in / Sell out data integration “Groupements”

Agios contract follow up Period / wholesaler Import Agios data on customer level

Sales book integration Automatic updates are pushed to the sales reps PPT – PDF – video integration

Email campaigns Send via email proposals to customers which were not visited

during the sales cycle

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More information available on

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Coaching management

Analyses Territory analysis Salesman activities Customer analysis

BI tool integration Qlikview Excel PowerPivot Micro Strategy

….

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More information available on

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Thank you !