Major Pharmaceutical Company E-Learning

Kineo worked with a major pharmaceutical company to develop e-learning to support a new customer solutions initiative.

The Challenge

The aim of the initiative was to drive a more customer centric culture to meet the needs of patients and healthcare professionals.

The Approach and Solution

After initial discussion and analysis the approach adopted was a blended training programme which involved workshops, e-learning and online resources.

The e-learning was used initially in the blend to introduce the skills, tools and processes required to develop strong customer solutions.

The e-learning developed was highly visual and interactive which covered the importance of:

• Observing and listening to customers
• Understanding the motivations and issues facing patients and physicians
• Challenging business decisions and whether they enhance customer experience
• Gathering cross-functional input and perspectives
• Constantly sharing customer solutions and insights

The e-learning was used to prepare staff for a series of workshops where staff were brought together to work on a range of real business challenges and to develop insightful customer solutions. The e-learning included pre-workshop activities such as completing customer solution challenges. The e-learning also acted as a performance support resource following the workshops.

Results

The e-learning was well received by staff and post evaluations demonstrated that the training enabled the client to:

• Develop a greater understanding of the issues
• Solve a number of key areas of concern
• Achieve a competitive edge in the market