Which remote engagement solution is right for your HCP communications?

Which remote engagement solution is right for your HCP communications?

The case for remote HCP communication is clear, with rapid growth in investments across pharma and medtech companies. This development accelerates as in-person meetings are currently impossible in many countries. Consequently, companies have speeded up their plans for a remote engagement solution and are keenly exploring their options.

Everyone is learning to use digital. That’s the big macro-trend at the moment

Virtual eyeforpharma Barcelona 2020

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But with so many competing technologies on the market, which one to choose? And how do you ensure you’re providing the remote meeting tools that enable your sales force to deliver the personal experience HCPs are used to from face-to-face meetings?

To help you make the right decision, we’ve outlined the three main forms of remote engagement – noting the advantages and pitfalls of each.

Three types of remote meeting solutions

In today’s marketplace there are roughly three different ways to connect directly with HCPs via online or remote meetings:

rainmaker-remote-new-functionality_three-types_phone

The standard phone call

Mainly used for brief catch-ups and to coordinate more formal meetings.

rainmaker-remote-new-functionality_three-types_video-conference

Video conferencing solutions

Solutions like Zoom, MS Teams, and Skype that are widely used for open meetings where participants need to see each other.

rainmaker-remote-new-functionality_three-types_remote-detailing

Remote detailing solutions

Used to present materials in a controlled way while tracking engagement data.

Overview of remote meeting technologies in pharma and medtech

In the table below, we’ve broken down how the different remote or online meeting technologies work, highlighted the benefits and limitations, and suggested where and when they work best.

Tele meetings

Video conferencing

Remote detailing

How it works

Normal phone conversation. This may be based on a simple setup with rep using a personal phone or a more complex setup for tele-teams.

Participant typically downloads software or gets an email with an access code and accesses meeting. All participants can share their screen to make the meeting more ‘real’. Anybody can share their screen when they get presenter rights.

Participant gets a link and accesses the meeting via a browser (no download). Organizers share pre-approved materials managed in a controlled environment. Participants can interact with e-detailing content.

The benefits

  • Well-known/familiar
  • Little or no technical training required
  • Video makes it personal
  • Multiple participants possible
  • Some solutions have interactivity, e.g. polls, whiteboard etc.
  • Maximizes value of e-detailing presentations
  • Interactivity to involve and understand the customer
  • Engagement data & analytics
  • Fully compliant
  • Full content data
  • Possibility to
  • Short-link option to avoid impact of email invites in spam filters

The limitations

  • Poor medium for in-depth discussions
  • Call duration likely very short
  • No ability to use visual aids
  • Data capture isn’t automatic (rep needs to manually record information)
  • Few (if any) customer insights
  • Poor on low bandwidth internet (due to video)
  • Compliance issues due to screensharing (HCPs can potentially see open documents and emails)
  • Hospitals may not allow app download
  • Email invite may get caught in hospital spam filters
  • May be data privacy issues
  • No webcam functionality (currently)
  • Often less options for multi-participant meetings

Optimal use cases

Shorter catch-up conversations. Remote sales teams use the phone to ‘catch’ HCPs and then get them on a presentation solution.

Open discussions with small groups, facilitating KOL presentations or peer-to-peer discussion, internal sales team meetings and staff training sessions.

Activating sales force for presentations to individual or limited group of HCPs and knowledge sharing in controlled environment.

How it works

Tele meetings

Normal phone conversation. This may be based on a simple setup with rep using a personal phone or a more complex setup for tele-teams.

Video conferencing

Participant typically downloads software or gets an email with an access code and accesses meeting. All participants can share their screen to make the meeting more ‘real’. Anybody can share their screen when they get presenter rights.

Remote detailing

Participant gets a link and accesses the meeting via a browser (no download). Organizers share pre-approved materials managed in a controlled environment. Participants can interact with e-detailing content.

The benefits

Tele meetings

  • Well-known/familiar
  • Little or no technical training required

Video conferencing

  • Video makes it personal
  • Multiple participants possible
  • Some solutions have interactivity, e.g. polls, whiteboard etc.

Remote detailing

  • Maximizes value of e-detailing presentations
  • Interactivity to involve and understand the customer
  • Engagement data & analytics
  • Fully compliant
  • Full content data
  • Possibility to
  • Short-link option to avoid impact of email invites in spam filters

The limitations

Tele meetings

  • Poor medium for in-depth discussions
  • Call duration likely very short
  • No ability to use visual aids
  • Data capture isn’t automatic (rep needs to manually record information)
  • Few (if any) customer insights

Video conferencing

  • Poor on low bandwidth internet (due to video)
  • Compliance issues due to screensharing (HCPs can potentially see open documents and emails)
  • Hospitals may not allow app download
  • Email invite may get caught in hospital spam filters
  • May be data privacy issues

Remote detailing

  • No webcam functionality (currently)
  • Often less options for multi-participant meetings

Optimal use cases

Tele meetings

Shorter catch-up conversations. Remote sales teams use the phone to ‘catch’ HCPs and then get them on a presentation solution.

Video conferencing

Open discussions with small groups, facilitating KOL presentations or peer-to-peer discussion, internal sales team meetings and staff training sessions.

Remote detailing

Activating sales force for presentations to individual or limited group of HCPs and knowledge sharing in controlled environment.

Ask the right questions

It’s always a good idea to define what’s most important to your company, your field force, and your customers. Below is a list of the issues that life science companies would typically consider. These help you ask the right questions before you choose the remote or online meeting solution that best fits your company needs.
 

  • How many people will be on the remote meeting?
  • Are participants limited by low bandwidth internet connections?
  • Are participants challenged by hospital firewalls?
  • How important is it to see people on the call?
  • Do you need to present some of your existing materials?
  • Do you need to be in control of the content that’s being presented?
  • Is data protection/privacy a major concern?
  • How important is it to automatically log meeting/engagement data?
  • Can you use technology that’s already available in your company?
  • Should remote engagements be connected with F2F/other engagements?

Which remote engagement solution is right for you?

There are different tools for different jobs. The humble telephone call is great to quickly confirm meetings or pull HCPs into other remote channels. Video conferencing is excellent for open discussions with groups of HCPs.

…HCPs were very positive about remote detailing. The overall satisfaction score for remote engagement was 8.1 on a scale of 10

Pharmaphorum, 2019

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Remote detailing can enable you to replicate the one-to-one experience of an in-person HCP meeting. It also provides specific advantages in helping reps stay compliant and generating rich data to inform your customer strategy – which is next to impossible with other forms of remote engagement.

For many companies, there’s likely a need for different technologies in different situations. What’s important – when taking the decision on which remote technologies to use – is that you choose the solution that will work for you.

Learn more about remote detailing

If you’re interested in understanding more in depth how remote detailing works, please get in touch with one of our customer success specialists.
You can also watch a short video explaining about Rainmaker Remote.

See Rainmaker Remote video

Further reading

Case story

How BIONICAL increased remote HCP detailing by 67%

Rainmaker Remote

Online detailing built for the life sciences

Remote Features

See spec sheet for Rainmaker Remote

Case story

How to equip hybrid reps with the tools they need to succeed

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