Praakamya: Creating Better Healthcare and Pharma Ecosystems
In this modern era, the increasing spending capacity of the millennial generation is driving the Indian consumption growth. India is on the path to a fast-growth consumer market and what matters the most is the experience throughout the customer journey. Customers do not pledge their loyalty to a brand at the first go. Loyalty is an outcome achieved post ensuring smooth transactions, content experiences and friction less travel throughout the buying journey at each and every stage, every-time. One cannot simply purchase customer-loyalty with loyalty points. A superior customer experience is what creates a loyal customer that can even be retained for life. This demands that the business strategy and organisational structure be aligned to ensure a great customer experience, across all customer touch-points, online as well as offline, throughout the lifecycle right from prospecting to post-purchase. Each industry has its own unique customer requirements. However, most vendors attempt to cater to multiple industries sans the appropriate knowledge and services distinctive to that industry. Healthcare and the pharmaceutical sector is one such extremely specialised and highly regulated industry.With senior level management possessing decades of experience in the healthcare and pharmaceutical industry and passionate about improving healthcare outcomes through the right set of interventions is Hyderabad headquartered Praakamya. The company offers management consultancy in customer experience (CX) and CX as services (CXaaS) to businesses. “What works and is legally allowed elsewhere, might not be permitted in this industry. It requires deep knowledge of the medical practices, regulations, diseases, patients, physicians and digital technologies in additions to what we need to know for a consumer product CX
consultancy,” explains Pranav Kumar, Chief Experience Designer at Praakamya.
Ensuring Customer Satisfaction
He goes on to explain how once the client is on-board, the company commences its work by first mapping the customer experience across the channels and in the entire stretch of the customer journey for the client’s product/service. This offers a holistic view of the customers experience trajectory with the highs and lows. “Customers might not be able to articulate their needs. Understanding the deep rooted need and the full context of the need requires deeper research where conventional surveys methods are limited. We at Praakamya subject ourselves to a series of immersive exercises with real customers. It is called 'ethnography' or simply 'immersion',” informs Pranav.
The company then proceeds to assist clients re-align its teams and redesign the service/product delivery processes wherever needed. Praakamya helps businesses to identify the right set of technology platforms, solutions and assures successful implementation for the purpose of predictable CX delivery. The team of highly qualified professionals at Praakamya monitor the CX metrics and re-design the services and structures to constantly improve it.
In service innovations, the company helps clients to design and execute customer-centric CMEs/ CPDs and patient engagements programmes by leveraging various advancing technologies and medical/health education frameworks. “In new product launch, we help Pharma to embed CX inthe launch strategy for faster acceptance by prescribers and better adherence by the patients resulting is super product performance,” adds Pranav.
Striving to continue bringing about positive change in this industry, Praakamya envisions creating a type of patient experience index in collaboration with its international partners in the near future. In addition to this, the company is also directing its focus adding CX services for startups as CX plays a key role in the success of startups.
Ensuring Customer Satisfaction
He goes on to explain how once the client is on-board, the company commences its work by first mapping the customer experience across the channels and in the entire stretch of the customer journey for the client’s product/service. This offers a holistic view of the customers experience trajectory with the highs and lows. “Customers might not be able to articulate their needs. Understanding the deep rooted need and the full context of the need requires deeper research where conventional surveys methods are limited. We at Praakamya subject ourselves to a series of immersive exercises with real customers. It is called 'ethnography' or simply 'immersion',” informs Pranav.
The company then proceeds to assist clients re-align its teams and redesign the service/product delivery processes wherever needed. Praakamya helps businesses to identify the right set of technology platforms, solutions and assures successful implementation for the purpose of predictable CX delivery. The team of highly qualified professionals at Praakamya monitor the CX metrics and re-design the services and structures to constantly improve it.
In service innovations, the company helps clients to design and execute customer-centric CMEs/ CPDs and patient engagements programmes by leveraging various advancing technologies and medical/health education frameworks. “In new product launch, we help Pharma to embed CX inthe launch strategy for faster acceptance by prescribers and better adherence by the patients resulting is super product performance,” adds Pranav.
Striving to continue bringing about positive change in this industry, Praakamya envisions creating a type of patient experience index in collaboration with its international partners in the near future. In addition to this, the company is also directing its focus adding CX services for startups as CX plays a key role in the success of startups.
