Navigating Customer Engagement Challenges During the Pandemic
A globally active company in the healthcare space faced unprecedented challenges during the pandemic. With face-to-face meetings no longer possible and many customers lacking digital proficiency, the company struggled to maintain its customer engagement strategy.

Addressing Critical Needs in a Competitive Market
This disruption was particularly critical in a fiercely competitive regional market where achieving growth with key accounts was a strategic priority. The situation demanded an innovative approach to ensure both market share retention and the realization of ambitious sales goals.

Developing an Omnichannel Engagement Model
To address this, the company adopted a collaborative approach, bringing together frontline sales and marketing teams. Through interviews with the sales force, existing interaction methods and pandemic-specific challenges were analyzed. These insights guided the development of a comprehensive omnichannel engagement model tailored to the unique needs of both the sales team and their customers.

Field Testing and Driving Growth in a Constrained Environment
The model was prototyped and tested in the field, ensuring it effectively facilitated virtual interactions while preserving the personal connection crucial to successful engagement. This new approach not only secured a positive customer experience for key accounts and other accounts alike, but also created opportunities for growth, even in a highly competitive and constrained environment.