Hello Tiffany,
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Elevating the quality of engagement with our customers requires both a deep understanding of their individual preferences, and a shift from a product-centric to a customer-centric mindset.
Janssen's commercial analytics (CAE) engine leverages artificial intelligence (AI), machine learning, and advanced analytics to deliver insights-based recommendations that are targeted to each customer - ensuring make sure we're attracting the right HCP, through the right channel, at the right frequency and with the right message.
This will not only help us to meet our customers' changing needs and expectations, but will differentiate Janssen from others in the industry, moving us closer to our goal of delivering industry-leading customer engagement experiences.
The CAE uses machine learning and advanced analytics to create a holistic 360-degree view of each of your customers. This will help you plan your daily customer engagement activities by providing precise recommendations to answer the 4Rs for each individual HCP.
The CAE links all available data to an individual customer level – helping us to uncover the most critical factors that influence prescribing behaviour for each HCP, based on their characteristics and past interactions which have had the best impact.
By analysing over 200 potential sales drivers from more than 40 data sets, the CAE can predict the potential sales uplift for each HCP. These data sets include:
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AM actionable features
Other available features
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| # of HCP visits | |
| HCP classifications | |
| # of approved emails sent | |
| HCP personas | |
| # of HCP phone calls | |
| # of JPro registrations | |
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# of potential patients, by territory |
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0
0.1
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1.0
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| Sales impact |
The value of the CAE is that it will continue to learn over time, ensuring it is more informed and accurate in making recommendations for your customer interactions.
Inputting the right data into the CAE will be critical in determining how accurate and targeted these recommendations are.
This will only happen if we are able to incorporate feedback from across the business. This feedback will continue to inform the CAE, so that it becomes ‘smarter’ over time.
It’s important you regularly share your experiences and insights, so we can maximise the impact and value it delivers for our customers, and for our patients.
On the Veeva CAE UI, you will find two main features on the dashboard
1. Target vs. actual interactions (#):
This will provide you with the number of interactions per HCP, per channel, on a quarterly basis; allowing you to track goals vs targets over time.
2. CAE Recommendation cards:
This is where you will find data-driven recommendations for each of your customers. You can browse the recommendations and if you feel they’re relevant, you can start interactions with HCPs by adding them into your ‘schedule’ calendar or sending an approved email. If you don’t believe the recommendation is relevant for your customer, please press ‘dismiss’ with your feedback to help improve the future CAE recommendations.
ACE microsite for more information, including learning videos:
link to the page
ACE microsite and training materials:
link to the page
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