Balancing High-Tech And High-Touch Solutions To Eliminate Access, Affordability And Adherence Barriers

By Krista Pinto, President, Deployment Solutions, Scott Snyder, Chief Digital Officer, and Hari Ramachandran, Vice President, Technology and Digital Transformation, EVERSANA

In the increasingly virtual world we live in, it’s almost impossible to think how we would get through our days without technology. Overnight, it became the pillar of our lives during the COVID-19 pandemic, and we appreciated what we could achieve when we fully adopted its promises to improve how we work and live. But just as quickly as we made this realization, it became abundantly clear just how much we still crave and require human interactions.

Despite all the clear benefits of digital versus human interactions, it behooves manufacturers to take note: Users want both. Forty percent of customers actually prefer speaking to a real person on the phone, and for more complex issues, 80% of customers want to speak to a live service agent. Now is a pivotal time to understand exactly how patients and providers are consuming information, connecting with others, and completing daily tasks. In solving for access, affordability and adherence challenges, manufacturers need to adopt a new equation that combines the forces of high-tech and high-touch solutions to create a cohesive brand experience and ensure maximum impact for patients and providers.

Throughout this article, we will outline how to effectively balance the utilization of technology and human touchpoints to engage with multiple stakeholders and drive therapy adoption.