QuintilesIMS: customers looking to break down operational silos

By Melissa Fassbender contact

- Last updated on GMT

QuintilesIMS is looking to de-silo functions across commercial operations teams. (Image: iStock/Meinzahn)
QuintilesIMS is looking to de-silo functions across commercial operations teams. (Image: iStock/Meinzahn)

Related tags: Computer software, Marketing

QuintilesIMS is releasing a new pharmaceuticals commercial operations SaaS software called Orchestrated Customer Engagement (OCE) in response to customer demand.

Our customers challenged us to find a way to break down the operational silos pharma is known for, and present them with a consumer-like application that their employees would actually enjoy using​,” Richie Etwaru, chief digital officer at QuintilesIMS told Outsourcing-Pharma.com.

We accepted that challenge, and the result is OCE​,” he said.

According to the company, the software enables pharmaceutical commercial teams to coordinate more efficiently across various commercial functions, such as multi-channel marketing, customer relationship management, medical affairs, among others.

OCE modules are born-integrated so that commercial functions don’t just coordinate, they collaborate​,” Etwaru added.

Orchestrated Customer Engagement (OCE)
Orchestrated Customer Engagement action wheel. (Image: QuintilesIMS)

The software is so-called “born integrated​” on the latest version of technology suppliers including, Force.com, Marketing Cloud, Heroku, Amazon Web Services, Reltio, and others.

Additionally, OCE leverages QuintilesIMS’s artificial intelligence capabilities under Ada. According to the company, Ada provides users with ambient, contextually appropriate, recommendations for the next best customer, conversation, channel, content, colleague, and campaign.

The OCE offering also features Apollo, a user experience and interface, and Lexi, an application program interface (API) layer.

The new offering will be available this winter.

Related topics: Markets & Regulations

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