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Life Sciences Industry Overview

In a marketplace where innovation must meet regulation and speed-to-market can be significantly slowed by disjointed processes and technological systems, Sutherland's business process outsourcing (BPO) model strives to help companies become better informed and proactive. Whether you need to communicate effectively with physicians, consult with customers, or coordinate efforts with your field sales force, we provide integrated BPO services that enable processes optimization, improved performance and effectiveness, and improved satisfaction.

Pharmaceutical companies have enjoyed stellar revenue and earnings growth over the past few decades. This growth was driven by a strong business design with an emphasis on R&D and product sales. However, a shift is occurring. The growth of managed care, intensified competition, shortened product lifecycles, and consumer empowerment are compelling pharmaceutical companies to develop new solutions to marketplace challenges. Our research indicates that an integrated customer communication and service strategy can be a powerful weapon, allowing pharmaceutical companies to differentiate themselves from competitors while building customer loyalty, enhancing brand identity, and driving market share growth.

Sutherland's BPO services for the life sciences industry include:

Customer Care

Inbound

  • Product Inquiries, Adverse Event Hotlines
  • Support for Direct to Consumer (DTC) Campaigns

Outbound

  • Pharmacy, Hospital, KOLs, Cold Calls
  • Formulary & Managed Care Wins
  • Product Sampling, Surveys, Recalls
  • Customer Data/List Cleanup

Virtual Sales

Sutherland will help you increase your reach, frequency, sales, and share utilizing technology to access providers in the ways they request, deploying:

  • Dedicated teams trained & directed by you
  • Live Sales Agents, eDetailing, Chat, Internet
  • Account Maintenance of MDs, DOs, PAs, NPs
  • Provide additional share of voice for new product launches and in low ROI, rural & vacant territories
  • Overlay to existing territories or independently
  • Services delivered out of your choice of countries

Promotional and Educational Opportunities

  • On-Label Speaker Programs
  • Product Demonstrations Live or Internet-based
  • Event/Venue Planning & Logistics
  • Continuing Medical Education & Learning
  • Corporate Travel

Technology Solutions

  • Sutherland strives to create ongoing value for our clients through process improvements and technology innovation during the Discovery and Gap Analysis stages, prior to Implementation.
  • Once we reach the steady state phase of an operations program, we focus on continuous process improvement, and re-evaluate processes as needed. We invest heavily in our technology infrastructure, and as such, our clients are able to utilize our technology enhancements for their requirements in an off-balance sheet model. Our process consulting group works proactively with client stakeholders to identify additional process optimization opportunities that are appropriate for offshore transition.
  • Sutherland encourages prospective clients to evaluate a potential BPO partner on four fronts:
    • Staying ahead of the curve: Can the partner think proactively, anticipating quantum process improvements and innovations needed?
    • Blend of consulting and practitioner expertise: Can the partner evaluate operations environments objectively, and can they leverage in-house practitioner expertise to provide recommendations on process and technology improvements that are pragmatic and implementable?
    • Continuous value creation: Can the partner deliver continuous process and technology improvements to provide value creation on a continuous basis?
    • Structured process methodology: Does the partner have a structured methodology to enable and drive process improvements and innovation? Do they have a demonstrated track record in utilizing Six Sigma methodology to deliver results?
  • Sutherland has significant breadth and depth in each of these capabilities and can provide additional detail and case studies.

Analytics/Business Intelligence

  • Analytics/Business Intelligence
    • Statistical Scorecard to gauge probability of an event to occur
    • Application, Behavioral, Collection, Recovery Scorecards
    • Propensity Models for cross/up Sell, Forecasting
  • Predictive Analytics
    • Quantitative field that deals with modeling, analyzing, and optimizing decisions made by individuals, groups, and organizations
    • Limit Management, Pricing, Churn, CLTV, Campaign Management and DoE
  • Decision Science & Optimization
    • Helps the client with easier and smoother use of the data and reporting
    • Ad Hoc and Campaign insight & analysis
    • ETL and Data Model, Data Handling and De-duplication
  • Data Management & Reporting Solutions
    • Helps the client with easier and smoother use of the data and reporting
    • Ad Hoc and Campaign insight & analysis
    • ETL and Data Model, Data Handling and De-duplication
  • Products
    • Analytical platform to enable easy, reliable flow of knowledge and campaign management and reporting integrity
    • Campaign Genesis, Campaign Management Platform

Finance & Accounting

Transactional

  • Procure to pay
    • Customer set-up and maintenance, order processing, customer invoicing, lock box management, customer inquiries, period and year end closing
  • Order to Cash
    • Vendor management, purchasing, travel/expense reimbursement, P-card administration, vendor inquiries, period and year end closing
  • Fixed Assets
    • Master set-up and maintenance, calculation, capital budgeting support, job/project costing, administration of capital approval process, period and year end closing

Complex

  • General Accounting
    • Journal entry processing, reconciliations, fiscal and year end ledger closing, consolidation/eliminations, budgeting, treasury service, cost and payroll accounting
  • Financial Reporting
    • Financial statements, project reporting, KPI reporting, financial planning and analysis