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Last Updated on October 12, 2023

Building a relationship.

As a product/brand manager, understanding the touch points in the customer journey of a doctor is crucial in building and maintaining a positive relationship with healthcare professionals. By identifying these touch points, pharmaceutical companies can provide doctors the necessary content, support and resources to inform them on how to deliver better patient care.

Pharmaceutical companies have a responsibility to provide doctors with accurate and up-to-date information about their products. They need to provide doctors with educational materials that highlight the benefits, risks and appropriate use of a product. This education can occur through a variety of channels, such as rep visits, in-person meetings, webinars, phone calls or online resources.

Sales and medical representatives play a crucial role in the customer journey of a doctor. These representatives are the face of the pharmaceutical company and are responsible for providing doctors with information about new products and treatment options. They also provide support to doctors by answering questions, providing product samples and offering educational resources. Most interactions of a rep are face-to-face, but also phone calls can be useful for a rep. If you want to support your reps with additional touch points, high quality telephone calls are a well-accepted option.

How to support HCPs?

As healthcare professionals, doctors need to stay up to date with the latest advances in medicine. Pharmaceutical companies can support doctors by providing them with continuous medical education (CME) opportunities. This can include seminars, conferences and online resources that cover a range of medical topics. Once an HCP attended such a CME event, a phone call is a great channel to ask for their experience and how they rate the event.

Pharmaceutical companies can also offer patient support programs that provide doctors with resources to help their patients manage their health. These programs can include patient education materials and disease management tools. To pre-screen whether an HCP is interested, a high-quality phone call is a cost-effective channel.

By identifying the right touch points, pharmaceutical companies can build the right customer journey and provide doctors with the right and necessary information, support and resources through the right channel and at the right time.

What can DataCare do for you?

With DataCare, powered by Tele-SalesDirect and OptInsight, we combine smart technology with the power of high-quality telephone customer contact. Too often telephone calls are not regarded as a channel in the customer journey. Phone calls are effective and can be embedded as additional touch points for many purposes like converting an opt-out into an opt-in, follow-up of a digital contact, increase frequency etc. For more information, see our factsheet.

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Tip: involve your colleagues from other departments within your company.
In this way we can instantly answer questions and provide clarity from various points of view.


Product director @ OptInsight

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