The Necessity for Remote Calls during the COVID-19 Pandemic
Originally, Takeshi started Xolomon as an outsourcing company that provides pharma companies with the services of sales representatives. When the pandemic spread worldwide, he faced the necessity of adapting to the new reality by searching for remote call functionality for his team.
The pandemic transformed the needs of the customers.
“Before the pandemic, remote calls weren’t as important as afterward,”
Takeshi explains.
The Xolomon team was looking for a solution that offered the possibility of making remote calls to physicians and tracking these calls throughout a customer relationship management (CRM) system.
Also, the solution would have to deal with the compliance issue of the pharmaceutical content.
Before searching for a dedicated platform for making remote calls with healthcare professionals (HCPs), Takeshi and his team tried to use Google Meet and Zoom as workarounds.
However, this method limited the demonstration of promotional materials. It was impossible to assure the protection of personal and corporate information, and Xolomon sales reps couldn’t engage with their customers appropriately.
After finding the solution and using it for a while, Xolomon was unsatisfied with the
- customer experience
- level of support during the implementation process.
“Sometimes, physicians couldn’t access a video call or turn on the camera. Sometimes, the system broke up. So there was a lot of frustration for the physicians,”
Takeshi says.
Then it was Takeshi’s friend who recommended Platforce.
Implementing Platforce to Enhance HCP Engagement with Video Calls
After experiencing Platforce for three months, Takeshi decided to use the platform for the whole year at least. Also, Xolomon requested two more instances of the platform for their clients.
