CX Strategy in Life Sciences

1. CX Strategy in Life Sciences Openworld 2013

2. Oracle Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

3. Session Agenda • Introduction Tim Kvanvig – Oracle Life Science Business Unit • Oracle Life Sciences CX Strategy Piers Evans – CRM/CX Product Strategy Director • Life Science Use Cases Andrew Keleher - Senior Director and CX Applications Architect Stephen Harris – CX Sales Consulting Manager • Q & A

4. Life Sciences in the Past Scripted Sales Pitches Brand Centric Abundance of new brands on the market Physician choses and prescribes the best brand BRAND Large SalesForces Physician or Lab Technician Less Regulations AggressiveGo To Market Life Sciences Company Direct Influence Single Source of all knowledge Sales Rep per Brand

5. Sole Focus on the Prescriber Increasingly Ineffective 15 98 56 Only 56% of prescribers are willing to meet with reps The average rep interaction is only 98 seconds A full product discussion occurs in only 15% of calls Sources: “A Prescription For Change,” Oliver Wyman, 2008; “Sales Force Effectiveness: The New Strategic Imperative,” IMS

6. Need for Continuous, Cross Channel Dialogue & Interaction Social ContactCenter Social Web Face 2 Face ContactCenter Web Mobile Across a New Landscape of Customer Touchpoints

7. Life Sciences Today New Customer Landscape Payers Providers Prescribers Patients the prescriber chooses, the provider makes available, the payer pays and the patientconsumes

8. Rise of the Digital Life Sciences Marketer “Nearly one in four direct sales force interactions have been replaced with digital interactions for targeting doctors, providers, payers and patients over the last two years” Life in the New Normal: The Customer Engagement Revolution Accenture Research 2013

9. Your Customer Awaits Personalized & Relevant Messaging Customers want to receive information that is unique and relevant to their daily lives. In marketing, one size does not fit all. 85% of respondents indicated their company’s personalization maturity as 50% or below 30% of HCPs want more marketing content to be delivered via digital media 20% of HCPs want to receive less information in person 57% of physicians indicated they were interested in using video detailing *Source: http://www.uk.capgemini.com/sites/default/files/resource/pdf Multichannel_Closed_Loop_Marketing___Digitally_Transforming_the_Life_Sciences_Industry.pdf

10. Refocus The Customer Experience Only OracleCan Connect Every Engagement Your Customer Has With Your Brand

11. Oracle CX Connects Every Engagement Your Customer Has with Your Brand • Leader in CRM Lead Management • Leader in E-Commerce • Leader in Sales Force Automation • Leader in CRM Web Customer Service • Leader in CRM for Large Organizations • Leader in CRM Customer Service Contact Centers • Leader in CRM Suite for Customer Service Solutions In Store Contact Center Social Field Service Mobile Direct Sales Channel Sales Oracle Commerce OracleSales Oracle Marketing Web Oracle Social Oracle Service Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools

12. Oracle Life Sciences CRMSolutions Supporting The Needs of Life Sciences Companies Drive Sales Effectiveness Deliver the right messages to customers Integrated Service Integrated Service Support to provide information through Chat, Co-Browse and automatically create the activity for reference Personalized Content Delivery, Sales Rep Detailing, Multi-channel marketing campaigns, Cross-channel interaction Account Management, Business Planning, KOL engagement, Sales visit planning & reporting, Samples Management Flexible Cloud Deployment Support Mobility – anytime, anywhere access Mobile offline Selling solutions, Designed by sales reps for sales reps, next generation devices Advanced security & flexibility, Extensible configure to code platform, deep Industry editions

13. The Challenges for Life Sciences Selling ForcesThe Brand Needs to Make Every Interaction Count • Highly competitive customer environment • Difficult to access customers • Need to make every interaction count • On the Road, intermittent connectivity • Require easy use and access CRM

14. CX for Life Sciences Customer Relationship Lifecycle Pay & Prescribe Persuaded & Influenced • Educate 3 8 4 Segment & Target 2 • Medical • Inquiries • & Research Influence Market & Sell Retain Support & Serve 7 5 1 6 Provide Treatment Need (Understand the Market) TrackProgress & Manage Issues

15. Session Agenda • Introduction Tim Kvanvig – Oracle Life Science Business Unit • Oracle Life Sciences CX Strategy Piers Evans – CRM/CX Product Strategy Director • Life Science Use Cases Andrew Keleher - Senior Director and CX Applications Architect Stephen Harris – CX Sales Consulting Manager • Q & A

16. Market Insight Multi Channel Sales & Marketing Nurture HCP Plan Face 2 Face Visit Review Digital Body Language Execute Call & eDetailing