Immediate Productivity Increases and Expense Reductions Through Realignment

Issue:
A world-leading biotechnology company’s Managed Care team traveled extensively, in an account-specific coverage, sometimes with multiple Account Executives working in the same geography. Communication between Field Sales and Managed Care was not adequate to support the needs of the representatives and field management. There were also extensive travel and associated costs within the Managed Care organization.

Analysis:
We interviewed Managed Care and Field Sales leadership, as well as Account Executives and field managers, to evaluate the situation, assess the needs of each organization, and propose working solutions.

Insight:
While the organization seemed to be externally customer-focused, the needs of the internal customers were not being fulfilled. This led to organizational inefficiencies. There was a breakdown in communication and coordination of effort between Field Sales and Managed Care.

Recommendations:
We made the following recommendations:

• • The Account Executives should align geographically, with the Account Executive covering a Managed Care headquarters becoming the “communications point” for that plan.
  • The “point Account Executive” would communicate with all other Account Executives, giving all a more rounded understanding of all plans. This also would enable both Managed Care and Field Sales to have region-specific contact persons.
  • Field Sales to work with Managed Care on establishing new communication pathways and routine updates, to support representatives’ needs

Results:

• • Managed Care realignment decreased travel time and expenses, saving over $500,000 annually
  • Field Sales and Managed Care communications improved, allowing prompt responses and quick resolution to account-specific issues
  • Managed Care Account Executives developed a broader knowledge base of plans and customers, enabling them to better support their external customers and Field Sales.