Case studies
Field force Omnichannel training built around the representative's week
An interactive Omnichannel session for the field force at a national meeting, followed by an execution readiness memo for leadership.
The challenge
For the business
The field saw Omnichannel as a corporate mandate with little link to daily work.
For HCPs
HCPs received uncoordinated follow-up across face-to-face and remote channels.
What we delivered
- Interactive plenary on Omnichannel in a representative's week
- Practical routines for remote and face-to-face engagement
- Execution readiness memo with next steps
Outcomes and how they are tracked
Business outcome
Omnichannel routines in weekly field plans
Leading KPIs tracked
- 10 to 15 ptsmore representatives on remote channels weekly
- 40 to 50%visits with a logged follow-up
Customer outcome
Coordinated follow-up after HCP visits
Leading KPIs tracked
- 10 to 15%more HCPs followed up within 7 days
- +1remote touch per HCP per cycle
Leading KPIs are indicative targets agreed with each client against its own baseline. Business results follow over later cycles.
- Client
- Global pharma, local affiliate
- Where it fits
- Field teams where Omnichannel adoption lags the strategy.
- Service
- Omnichannel capability building
Facing a similar challenge?
A 45-minute working session is the simplest way to test whether a similar approach fits your team and planning cycle.
Last updated 31 October 2026