5 min read

In an ever-evolving healthcare landscape, pharmaceutical companies are faced with prioritising the customer experience throughout their journey. It's not just about delivering safe and effective products; it's about going the extra mile to offer differentiated insights, support during adverse events, ensuring timely deliveries, and even fostering opportunities for professional growth.


The text underscores the critical importance of pharmaceutical companies to prioritise customer experience in the healthcare industry. It highlights the transformative potential of digital personalisation, such as healthcare omnichannel software, in enhancing engagement with healthcare providers, delivering personalised experiences, and building trust, ultimately contributing to revenue growth and commercial success in the pharmaceutical sector.

What empowers pharma success?

To thrive in this dynamic environment, pharmaceutical companies need to recognise that healthcare providers, including medical professionals, are not just end-users but essential partners in the healthcare ecosystem. By understanding the unique needs and challenges faced by healthcare providers, pharma companies can create a comprehensive strategy that caters to their demands, ultimately winning over their trust and collaboration.

Moreover, integrating advanced digital solutions, such as healthcare omnichannel software development, is instrumental in delivering these elements effectively. It allows for personalised and timely communication, ensuring that the right information and support are provided when needed.

Personalisation at scale can potentially create $0.1 trillion to $0,25 trillion in new value in the pharma industry (according to McKinsey & Company). By harnessing the power of healthcare omnichannel software, pharma companies can elevate the customer experience and strengthen their relationships with healthcare providers, thus shaping a brighter future for the healthcare industry as a whole.

Healthcare omnichannel software development involves creating digital tools and systems that enable pharmaceutical companies to interact seamlessly with healthcare professionals and patients across multiple platforms and devices. It integrates various software technologies to deliver personalised content, enhance engagement, and improve the overall healthcare experience.


What are the personalised software solutions, and what power lies behind them?

Pharmaceutical companies can leverage a comprehensive suite of software solutions to craft personalised and influential customer experiences for healthcare professionals (HCPs) and patients. These software tools empower companies to cater to the unique needs and expectations of their target audiences effectively.

Here's a closer look at the concrete software solutions that can be employed to achieve personalisation:

Engagement Channel Optimisation Software:

Multi-channel Engagement Platforms: Utilise software that helps identify the preferred communication channels of HCPs and patients. These channels may include email, social media, apps, or in-person meetings. Software solutions can assist in optimising these channels for seamless interactions and information sharing.

Two-way Communication Software:

Feedback and Communication Platforms: Implement communication platforms that facilitate two-way communication, enabling HCPs and patients to provide feedback, ask questions, and share their experiences. Software tools can help in actively listening to their concerns and suggestions and using this feedback to refine products and services.

Value-added Services Software:

Content Management Systems (CMS): Utilise CMS software to provide value-added services such as educational content, training sessions, webinars, and informational resources tailored to specific needs. These services position the company as a knowledgeable and helpful partner in healthcare.

Personalisation Software:

Personalisation Engines: Employ personalisation engines powered by data insights to tailor interactions and offerings. For example, suggest relevant medical studies to HCPs based on their areas of interest. Tailor patient support programs based on individual health conditions and treatment plans.

User Experience Enhancement Software:

User Experience (UX) Design Tools: Invest in user-friendly platforms, apps, and tools that HCPs and patients can easily navigate. Ensure digital interfaces provide valuable information, intuitive features, and clear calls to action.

Data Collection and Analysis Tools:

  • Data Gathering Software: Utilise data collection tools to gather information from various touchpoints, including digital platforms, customer interactions, surveys, and social media. This data encompasses preferences, behaviour, and feedback.
  • Advanced Analytics Software: Implement advanced analytics tools to process and interpret the collected data. These tools help identify rends, preferences, and pain points among HCPs and patients.

Continuous Improvement and Analytics Software:

Data Analytics and Reporting Tools: Regularly review and analyse the effectiveness of CX strategies using data analytics and reporting software. Adapt and evolve strategies based on changing trends, feedback, and technological advancements.

Collaboration and Co-creation Platforms:

Collaborative Project Management Software: Implement collaborative project management software that enables collaboration with HCPs and patients in the development of new products, services, and resources. Co-create solutions that directly address their needs, building a sense of ownership and trust.

By harnessing these software solutions, pharmaceutical companies can effectively implement personalisation strategies that enhance the customer experience for healthcare professionals and patients, building stronger relationships and trust within the healthcare industry.


Why is Customer Experience so important in the pharma industry?

HCP engagement and meaningful HCP experiences delivered through digital channels are regarded as the most important drivers of business growth.

Customer Experience (CX) in the pharmaceutical industry is important for several compelling reasons:

  • Revenue Generation: Investing in CX can result in more revenue compared to competitors who do not prioritise it. This emphasises the significant financial impact that positive CX strategies can have on a pharmaceutical company's bottom line.

  • Commercial Success: In the dynamic and competitive pharma industry, customer satisfaction is increasingly recognised as a pivotal factor in achieving commercial success. A positive CX can differentiate a company from its competitors and attract more customers. A satisfying experience with a pharmaceutical company can increase the trust and confidence that healthcare professionals have in its products.

  • Comprehensive Value: Beyond the essential clinical and safety aspects of pharmaceuticals, the role of the pharma company in delivering value is crucial. This implies that customer experience extends beyond the product itself, encompassing services, support, and engagement throughout the customer journey.

In summary, Customer Experience in pharma is due to its potential to significantly boost revenue, drive commercial success, influence prescriber behaviour and contribute comprehensive value beyond the product. The immense potential for creating personalised experiences further solidifies the role of CX as a critical strategic focus for pharmaceutical companies seeking to excel in a competitive landscape.

How do we do this at Revolve?

As Revolve Healthcare, we can be your valuable partner with expertise in designing, building, and managing healthcare digital products. Our comprehensive services, ranging from architectural planning to adherence to industry standards, are vital for pharmaceutical companies seeking to excel in healthcare software development, ensuring personalised and impactful customer experiences.

Check out what we can do together on our website.

Learn more about healthcare omnichannel



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