Omnichannel Solutions Case Studies

Challenge/Opportunity: A leading biopharma brand was underperforming in customer experience (CX) among local specialist physicians, with a low Net Promoter Score (NPS) and last-place rankings across several key engagement metrics. The brand lacked visibility across key channels and needed a focused, data-driven strategy to re-engage local specialists.

Challenge/Opportunity: With generic entry on the horizon, affiliates needed clear, evidence-based guidance to maximise profitability across the product lifecycle. The objective was to support informed decisions on omnichannel investment and resource allocation, grounded in local market realities.

Challenge/Opportunity: A global pharma company sought to improve adoption of centrally developed digital content at the local level. While global teams offered strategic assets, affiliates often struggled to implement campaigns due to varying digital maturity, limited resources, or unclear guidance. The goal was to co-create a flexible framework that empowered local teams to deliver effective, market-relevant omnichannel customer engagement (OCE).

Challenge/Opportunity: A leading biopharma company partnered with us to explore a hypothesis: that competitive customer experience (CX) benchmarking could reveal actionable drivers of business performance. Specifically, the aim was to test whether improvements in omnichannel engagement and CX – as measured by Navigator365™ Cx Benchmark—correlated with stronger Net Promoter Scores (NPS) and ultimately, with market share growth.

Challenge/Opportunity: Facing the discontinuation of its GP salesforce in selected segments for two mature brands in Germany (pain and pulmonology), the client aimed to replace 70,000 annual rep visits with an efficient, insight-led omnichannel (OC) campaign. With limited marketing automation and a large “no-see” HCP population, the challenge was to maintain share of voice and drive sales – all under a risk-share model.