Intouch Solutions
Optimizing CRM Strategy for Pharma Companies

The experience gained by Faruk Capan, CEO, Intouch Solutions from working as IT professional within the pharmaceutical industry brought with it a realization—the need for utilizing advanced technology to bridge the gap between customers and pharma organizations. Driven by the vision of combining marketing in pharmaceutical sector with technological trends, Capan founded Intouch Solutions in 1999. Since then, the company has been developing technological solutions and helping to bring the change in the pharma landscape. “We’ve been bringing pharma brand awareness to consumers and professionals, and we’ve become part of a growing trend of digital agencies taking the lead on strategic and creative services,” says Capan.

“I believe that building strong and long-term relationships with customers is the most important part of any marketing campaign,” adds Capan. To improve communication between clientele and staff along with enhancing customer experience, Intouch Solutions provides a complete suite of marketing products and services to the organizations in healthcare and pharmaceutical sector. Intouch Solutions assists organizations to gain a better understanding of their customers and their requirements while smartly communicating with them. The company allows clients to develop and implement appropriate Customer relationship marketing (CRM) strategy while assisting them in customer segmentation, database management, performance reporting, and creative development and click-thru optimization. “CRM isn't just about sending email or direct mail pieces. It's about using data and technology to start a meaningful dialogue between you and your audience,” explains Capan.

In addition to deploying email messages, the company’s CRM team has a good understanding regarding words that trigger spam filters and how to improve open rates while optimizing registration pages to convert a click into consumer. Intouch Solutions also provides CRM and social media solutions to enable customers to display their message at the beginning of the conversation.

Understanding how sales reps interact with physicians is crucial insight that allows Intouch Solutions to better serve clients, physicians, and patients

Further facilitating the firms to deliver appropriate message to right people at relevant time, Intouch Solutions’ cloud-based platform— Allora—leverages the full potential of iPad and integrates with any CRM software installed in the user’s system. The platform manages the delivery of content and custom tools to pharma representatives allowing them to capture the attention of healthcare professionals and keep them highly engaged. Additionally, by utilizing Allora’s advanced analytics and ability to aggregate usage and sentiment data, the customers are able to enhance their brand marketing effectiveness.

Intouch Solutions caters its platforms and services to numerous organizations serving in the pharmaceutical and healthcare sector such as Alexion, Baxter, and Eisai. “Our client-centric mindset—understanding the needs of our clients and their customers—is at the heart of who we are,” adds Capan. “Our recently launched Intouch Market Access is a natural evolution of that mission.” Due to its efforts focused on offering its clients a better understanding of ever-changing healthcare marketing domain, Intouch Solutions has been awarded with various prestigious awards such as “Best in Class Award in Pharmaceutical Category at the Interactive Media Awards 2015” and many more.

Intouch Solutions continuously innovates to enhance the efficiency of its solutions. Moving ahead, the company is planning to expand their range of products as well as the geographical area of operations. In the days to come, it will continue to help clients implement and manage the technologies that are most relevant to their business. “Understanding how sales reps interact with physicians is crucial insight that allows Intouch Solutions to better serve clients, physicians, and patients,” explains Capan. “We try to feel like our patients feel, to be in their shoes, to understand them. We're doing more than marketing; we are helping people live better with a disease.”