Modern Customer Service for Life Sciences

September 30, 2014


Science is bad business. The ends never meet, and the people are rarely on your side. Life science is possibly the worst of them all!

The life of Life Sciences is riddled with externalities of every geo, bio and demo graphic. Sometimes you just hope Gaia made things easier but that’s really asking for the moon. The world’s habits die hard (thank God, they don’t live forever). The only hope then, for a business in the Life Sciences, is to make the company a habit. Because sales are dead.

A Life Science business goes to market with its knowledge of habits. Our service, diagnosis, understanding, is founded in the exceptions. In the process we create, delete and refresh habits, in ourselves, in our clients, in our partners and in our competitors. Our sales come alive through our marketing and service.

The marketing of Life Science is a habit in itself. It consistently and persistently, across all the channels (the digital ones and the physical ones) of outreach, displays the habits of the business and the habits of the solutions being offered to the consumer.

For example, a pharma company might display its sciences and technology, a hospice might showcase its therapeutic regimen and a physician would display his habits of case research. The consistent, clear and undistracted display at every opportune moment of outreach requires one to be conversant with all the information and communication technologies that are available to and purchased by our customers today. Leading practitioners make a habit of omnichannel outreach. Exceptional practitioners feed their omnichannel marketing off the service.

The service operations in Life sciences are about knowledge bases, two-ways. The leading practitioners are omnichannel responsive to the consumer’s questions and needs for information and knowledge. The exceptional practitioners on the other hand are omnichannel proactive and correspondent with the customer to reach the higher levels of information and knowledge bases on both sides.

Omnichannel correspondent capability is a tough nut to crack. The roadmap to exceptional customer service starts with deleting the habit of a separate sales force and legacy definitions of content. The capability develops as one progresses from a habit of unified marketing and services in siloed channels to that of crossing over channels and then to combining all the channels.

The Oracle Marketing Cloud is a world-class theatre for digital marketing science and marketing operations. The Oracle Service Cloud is a platform for correspondence with the customer, for the service and marketing functions. The Oracle Fusion Applications and Middle ware on Oracle Engineered Systems provide capabilities to breed omniscient habits of marketing and service across the Life Science enterprise.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud-based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

We are committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers and making them more efficient at what they do.

Testimony to Customer Excellence

Tags: #oow14, Big Data, CIOREVIEW, cloud oracle, CRM/CX, Customer Experience, Data Validation, database and middleware, OOW, oracle crm, Oracle Eloqua, Oracle Marketing Automation, Oracle Open World, Oracle Open World San francisco, Oracle RightNow CX, Oracle service cloud, oracle specialized, Oracle® Platinum Partner

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