CLIENT CASE STUDY


Leading global pharmaceutical company: Managed services model

Accenture helps a pharma company increase sales and marketing capabilities and efficiency while reducing cost with a new managed services model.

Overview

Accenture helped a leading global pharmaceutical company increase sales and marketing capabilities and efficiency while reducing cost with a new managed services model.

The pharmaceutical company entered into a managed service deal with Accenture in three important areas—data management, incentive compensation and commercial application support—and that is now paying dividends.

Opportunity
This leading pharmaceutical company realized the need to reorganize its sales and marketing operating model as its products portfolio changed significantly from a small number of blockbusters to numerous products. Having a large direct sales support team for this bigger portfolio of smaller drugs was no longer economically viable. The company recognized that it required managed services capabilities to promote its products in new digital channels, reduce costs and complexity, streamline operations and improve capability.

Solution

Accenture’s managed service agreement with the company covered the following services:

  • Data management operations from our Global Delivery Center in Bangalore, India

  • Incentive compensation claims processing through the Global Delivery Center in Chennai, India

  • Commercial operations application

Results
Data Management

  • Identified new service agreements and metrics resulting in quantifiable improvement in data quality

  • Reduced the cycle of core business processes. Monthly operations maintenance time reduced from an average of five days to less than 24 hours

Incentive Compensation

  • Improved service delivery and delivery metrics for field sales—70 percent reduction in resources and 90 percent reduction in processing time for monthly reporting and payouts

Commercial Application Support

  • Reduced the number of handoffs, achieved significant reduction in processing time and enabled the team to respond to issues faster