The lecture covers Salesforce’s focus on enabling our customers to overcome industry challenges and achieve their goals. There are three main pillars of the Salesforce approach, which the speaker will present.

We help the Health & Life Sciences Industry optimise to forge a new path in Value-Based Healthcare to realise equitable access to treatments and deliver outcomes that matter most to patients more cost-effectively
We support organisations to engage differently to transform the patient experience and to empower HCPs to deliver personalised care.
We also enable organisations to deliver an efficient and effective employee experience which supports the need across the multi-generations.

The presentation of Salesforce Health Cloud focuses on one Medtech product that fits easily into the scenario. Speakers will present how Health Cloud functionalities can address specific challenges of two selected personas (salesperson and sales branch manager).

Romain Barroche will describe how the large HLS company successfully transforms its key processes, given critical organizational changes in the background, such as mergers and acquisitions. Most importantly, the people in these orgs are not alone. There is a vast space where IT helps business, and business helps IT, where external partners join forces with HLS companies, and technology not only supports but also accelerates business processes.

The speaker will present three examples of such transformations.

• commercial transformation towards unified sales teams (cross-sell challenges)
• advanced forecasting (for consumables business) with solid revenue generation
• and effective funnel management

Mark Ivanovic and Lukasz Pietrzak will reflect on the customer care subject in HLS and share findings, recommendations and results of Haleon’s efforts.

The current Haleon customer care approach can be called “a concierge approach” and refers to a new, in the HLS industry,  way of communicating with customers. This strategy considers key factors already validated in consumer healthcare or retail verticals. Even though transformation is still the best word describing Haleon, and it is still a long way to becoming a thoroughly modern organization, a strong focus and execution of customer care efforts already bring the first results.

Omnichannel (omnipresence) approach, focus on preferred contact channels, a proper technology in place – all of these are, among others, crucial elements of Haleon’s new customer care process.

Lastly, Haleon, like most HLS enterprises, was also in the M&A process recently, which is usually a double-edged sword, where disruption and uncertainty mix with opportunities and transformations.

Recent years have been very dynamic, and what lies ahead is unknown. Digitization is a fact, but it requires active and consistent actions. Tom will also talk about the level of trust in the HLS industry and the relationship between trust and customer satisfaction. Finally, supported by cases, he will speak about scalability as a crucial solution to presented challenges.

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