Client Successes
Standardizing Account Management for Better Results
The Challenge
A global pharmaceutical company was struggling to implement a standardized approach to Account Management across its commercial, medical, and managed market access teams. Whether supporting a large integrated health system, or a smaller physician practice, team members in each operating unit were applying principles in different ways and using different templates, methods, and standards, leading to a lack of cohesiveness in supporting customers. With the impending acquisition of a biologics company, this initiative became even more important to ensure a consistent approach to meet evolving customer needs.
The Solution
The client contracted with iQue Group to develop a series of learning assets supporting the Account Management process. Together, the client and iQue decided on an approach that targeted employees supporting both large and small accounts. A series of five videos was created using actual employees from two account teams: one supporting a large IDN, the other supporting a small, multi-physician practice. Shot on location in territories, the videos presented real-life examples of how each team worked together to apply the principles of Account Management to provide an exceptional customer experience. After viewing the videos, participants accessed an eBook – an ever-evolving resource that provides just-in-time access to Account Management tools and resources in one easily accessible location, whenever and wherever needed. The program was rolled out to more than 2,000 users, with the video component as a required element and the eBook as an ongoing resource. Within 6-weeks, 94% had completed the training and the eBook is averaging over 400 hits daily.
What our client had to say...
“The speed, attention to detail, and focus on ensuring the content was customized for our needs was spot on. We had so many moving parts in both the development and delivery, but the iQue team never missed a step. Our executives very much appreciated the Herculean effort, along with the real-world perspective and innovative approach that iQue brought to the project. Thank you to the iQue team for your determination and passion, for embracing an innovative delivery method, and for working to understand the vision that I had from day 1!”
