European HCP Portal

We provided end-to-end service from launch to promoting and optimising the portal, across multiple brands and territories. In doing so, we increased customer engagement and reduced costs.

Client challenges

  • 350 existing websites needed to be consolidated into one platform
  • There was limited regional and country resource to build, roll out and manage the portal
  • Teams had limited experience of challenges related to HCP permission-based marketing
  • Specific support was needed in measuring, monitoring and optimising marketing activities and implementing updates.

Our approach

User and stakeholder research

We established user needs, created personas, and delivered an on-going customer/stakeholder satisfaction survey.

Strategy and planning

We developed strategic objectives, KPIs, and roadmaps based around customer services.

Partner selection

We recommended, and assisted in the selection of, new partners for development and hosting.

Programme management and localisation

We managed creative and technical development, and roll out across 27 countries and 22 instances.

Measurement and Optimisation

We set up and managed the integrated analytics and CRM ongoing performance reviews and attribution analysis across M5.