Platform/Omnichannel CX Planning

Orchestrate every customer journey. Across every channel. Every cycle.

Advanced decision support and journey orchestration designed for pharma and life sciences. Connect traditional and digital channels through data-driven planning and coordinated execution — boost reach, ROI, and HCP satisfaction without forcing your team to live in a spreadsheet.

Request a demoRead the AstraZeneca case study

Core capabilities

Orchestrate. Optimise. Outperform.

The Omnichannel CX Planning module provides decision support and journey orchestration for pharma and life sciences. It helps you boost ROI by connecting traditional and digital channels through data-driven planning.

Segmentation Engine

Based on local CRM data, select relevant personas and customer segments for tailored outreach that guides customer beliefs and behavior in the right direction. Tailor content, channel mix and level of investment (frequency) based on:

  • Customer needs, attitudes & behaviors
  • Customer channel preferences
  • Customer economic value

Omnichannel Product Plan

Build customer-centric campaigns based on personas and segments’ needs, preferences and importance. Design omnichannel customer experiences that flow seamlessly across multiple channels and functions.

  • Unmet Needs in the Patient Journey
  • Strategic Objectives
  • Key Communication Objectives
  • Tailor storyline & messaging
  • Optimal channel mix & frequency simulation
  • Omnichannel campaigns & customer experiences
  • Budget optimization
  • Content assets
  • Teams and functions responsible

Omnichannel Team Plan

The planned touchpoints in the omnichannel campaigns automatically generate actionable customer engagement plans all the way to local rep level informing field team cycle plans for local execution.

  • Allocation of activities
  • Balance Capacity & Requirements
  • Transparency and control on campaign implementation
  • Allows Reps/MSLs to further adjust the plan for each individual customer
  • Plan approvals
  • Inform MCCP & CRM

Benefits

What changes for the team that adopts it.

  • Simplifies the complexity of designing and orchestrating impactful customer experiences
  • Ensures that global strategy translates into impactful OC customer experiences
  • Creates clarity and visibility from above market level down to the front line
  • Simplifies the cross functional and cross channel coordination and improves visibility
  • Optimize campaign spending and resource allocation and impact in an integrated way
  • Drives efficient capability development through learning by doing
  • Helps Teams gradually evolve from the more basic to the more sophisticated OC approach

Engineered in Europe. AWS-deployed where your business runs.

Live across Europe and MENA under a GDPR-native baseline. Deployable on AWS in the Americas, Asia-Pacific, Oceania, and Africa — fully managed by us, or on your own AWS account run as your internal cloud. Your data stays in your jurisdiction.

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