Recently, this global leader, which has products available in more than 150 countries, made a decision to centralize and bring consistency to its disparate and siloed Medical Information content management and call center systems. Specifically, the company was looking to make the process of medical information inquiry and call intake and case response more streamlined and to allow the country teams to share content and processes across borders. The company made the decision to blend Siebel CRM with Documentum enterprise content management to best handle the large task of responding to inquiries from its global customers, consumers and healthcare professionals so that it could replace its use of aging, multiple point solutions.
To help this leading pharmaceutical company manage the transition to the new system, RWD developed a series of training and change management workshops, delivered in 13 different countries across EMEA and Canada, designed facilitate each individual countries’ preparations to migrate to the new Siebel-based medical call center solution. RWD developed classroom-based training in regional country groups that included harmonized processes, technical adaptation, and hands on exercises. The classroombased training included the preparation of localized country Siebel fields and content for a personalized learning experience. Additionally, the classroom sessions included Siebel and Documentum navigation and various process fulfillment exercises for medical information requests and totaled 40 hours of instructor-led training. RWD also facilitated User Acceptance Testing (UAT).