Master Data Management</a>&nbsp;and <a href=https://www.iqvia.com/blogs/2021/07/"~/link.aspx?_id=41D444842351471EAF4F046B3CC0FAE8&amp;_z=z%22>Integrated Data Platform</a>&nbsp;provide the strong data foundation pharma companies need to orchestrate true omnichannel experiences at scale.</p>" /> Master Data Management</a>&nbsp;and <a href=https://www.iqvia.com/blogs/2021/07/"~/link.aspx?_id=41D444842351471EAF4F046B3CC0FAE8&amp;_z=z%22>Integrated Data Platform</a>&nbsp;provide the strong data foundation pharma companies need to orchestrate true omnichannel experiences at scale.</p>" />
Blog
A Strong Data Foundation is Key to Omnichannel Excellence
Francesca D'Angelo, Director, Global Information Management Offering, IQVIA
Jul 23, 2021

Multichannel engagement approaches are no longer the modus operandi of companies looking to gain a competitive edge in today’s noisy and crowded pharmaceutical marketplace. These companies are shifting from fragmented, disconnected engagement experiences to omnichannel execution where promotional activities are orchestrated across all channels to reach stakeholders in personalized ways. This is a step-change from multichannel engagement where information was shared through a multitude of channels but not in a coordinated manner due to lack of integration.

Omnichannel excellence relies on a company’s ability to deeply understand and optimize customer interactions across both digital and offline channels. Pharma companies can leverage cross-channel insights to determine promotional ROI and campaign effectiveness. However, it is more challenging than ever to understand behavior patterns, channel preferences, and interaction history as key customer data often resides in siloed systems and formats. Establishing a unified data foundation is the first step towards delivering timely, contextually relevant engagements.

Pharma companies that invest in Master Data Management (MDM) to create accurate, integrated customer views are well positioned to uncover growth opportunities that drive brand performance and business results. An MDM collates different representations of the customer (held in more than one system) and resolves discrepancies to create a single source of truth for the whole organization. Companies can further refine and enhance an existing customer profile by acquiring additional data to get a more robust view of the customer and their lifetime value to the organization.

This single customer view is especially important for campaign planning and execution as stakeholders expect seamless experiences regardless of the channels through which they choose to engage. When a customer attends an in-person event followed by a webinar, it is important that the company recognizes that specific individual and the associated context to engage with them meaningfully. Clean, consistent customer data is the foundational part of the omnichannel puzzle.

With a more holistic and informative view of customers, companies are better equipped to improve their overall engagement and respond to changing preferences with agility. By connecting master data and transactional data from multiple sources in a data mart or data warehouse, teams can apply quality rules and ensure correct data linkages to create clean data which is critical to improving analytics outcomes. Companies can then confidently create general and predictive analytics that reveal previously hidden customer insights for better decision making.

A unified data solution enables companies to better define go-to-market strategies, predict the performance of engagement efforts, and understand their impact on the bottom line. Furthermore, integrating diverse data assets help identify behavior patterns that can be leveraged to recommend next best actions to customer-facing teams with the power of AI/ML.

Empowering cross-functional teams with complete visibility into the end-to-end customer journey enables them to fine-tune the message, channel mix, and timing for maximum business impact. Learn how IQVIA Master Data Management and Integrated Data Platform provide the strong data foundation pharma companies need to orchestrate true omnichannel experiences at scale.

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