Case Study: Physician Sampling

A leading CPG manufacturer has entrusted Triplefin with it's most valuable asset: Customer Relationships. This client utilizes Triplefin's services to seamlessly manage and build their relationships with medical professionals across the country. To accomplish this, Triplefin provides comprehensive customer care/retention and telesales services through its Customer Contact Center. In addition, Triplefin fulfills and distributes products to the client's customers through it's award winning Distribution Center.

Client Objective

The client consulted with Triplefin to help increase brand awareness and product loyalty among consumers, via relationships with a specially selected group of physicians across the country. The client utilized Triplefin because of their expertise in implementing large scale programs, and also their technological ability to customize the details of the project to fit client's specifications. This program would also support the client's field sales efforts as well.

Triplefin Solutions

Technology Solutions

Triplefin developed and maintains a medical website for physicians and/or their staff to place sample and literature orders. Orders from the site drop into an internal order management system at Triplefin.

Fulfillment Solutions

Triplefin builds, stocks and ships samples to physician offices for distribution to patients during office visits, and also sends out mailers with full-size product samples sent directly to the physician at his/her practice. Triplefin also implemented a program which includes sending congratulatory letters/gifts to graduating residents, as well as communicating with coordinators of specifically selected medical programs at various medical schools.

Contact Center Solutions

Triplefin instituted a 1-800 number for registered physicians (or their staff) to call in and place sample orders for distribution to patients. The orders are then placed by Triplefin's CSR's. Triplefin CSR's also places outbound calls to selected offices gauging effectiveness of sampling programs. The CSR's also solicit physicians and office staff to remind them to participate in sampling programs. Other services include monthly medical screening calls to physicians and Live Chat for physicians and/or their staff to ask questions about products in real-time online.

Result

Increased product trial among physician, and overwhelming participation in the sampling programs by current and new physicians. Triplefin now functions as the client's national sales force for one of their largest consumer divisions. This client uses Triplefin's services to seamlessly manage and build their relationships with 5,000-10,000 physicians by coordinating the distribution of full size samples via mass mailings through it's Distribution Center. Triplefin also distributes small size patient samples and coupons to physicians from orders placed online or over the phone through it's Customer Contact Center. Triplefin also handles sampling and literature distribution for the client's Conventions and Tradeshows (12-14 annually). The program continues to grow in scope, and is one of the client's top programs to date. Handling the logistics of the program allows the client to focus on their core competencies rather than manage the customer care and product fulfillment aspects of the program.