CLIENT CASE
Solving multichannel consent complexity across Europe and ANZ
Our user-friendly SaaS-based solution, originated in Pharma & Life Sciences, helps you easily manage consented HCP across different channels.
Situation
A long‑established European specialty pharmaceutical company focused on delivering transformative therapies requires a robust consent management platform to support compliant, multichannel consent and preference management for its healthcare professional (HCP) customers across Europe and Australia/New Zealand.
Currently, customer consent is captured and managed within Veeva CRM. While sufficient for field‑force interactions, this setup limits the organisation’s ability to scale and manage consent effectively as engagement expands to additional digital channels. At present, consent is primarily collected to support promotional communications via email and webinars (Onomi), with potential future expansion to other channels such as SMS. However, a clear roadmap for this expansion has yet to be defined.
To support future growth and regulatory compliance, the company requires a centralised, future‑proof consent management solution. This solution must enable compliant consent collection beyond in‑person interactions, maintain a single source of truth for consent status, support channel‑specific preferences, and be configurable per market to accommodate local regulatory frameworks while continuing to meet stringent GDPR and audit requirements.
Challenge
Without a centralized consent management system, they face several key obstacles:
01
We must establish a central consent management system to capture, collect and manage opt-ins and opt-outs according to GDPR requirements across communication channels, which acts as a single source of truth.
02
Veeva is inadequate for orchestrating this process, as it primarily supports in-person interactions. However, they require that Veeva users have immediate access to opt-in and opt-out statuses collected through other channels, enabling them to make informed decisions about sending rep-triggered emails.
03
They cannot afford duplicate records that arise from utilizing different channels, as this leads to unnecessary manual work and delays in our follow-up actions with healthcare professionals. We will ensure effective communication between the opt-ins and opt-outs collected across all channels (digital and non-digital) and the CRM records, allowing Key Account Managers (KAMs) to view all relevant opt-in and opt-out statuses in real-time.
04
Solution should be configurable per market, allowing for different consent frameworks to be applied, specific customer matching rules, and ensure firewalls between markets can be applied at a user-level
These challenges create inefficiencies and hinder their ability to fully leverage an omnichannel approach, preventing them from delivering a seamless and personalized experience for HCPs.
Implemented our Solution in six months
Drawing from our experience with similar cases, we proposed a comprehensive, turnkey solution that includes:
- A centralized consent and data management system that synchronizes consent data bi-directionally between the designated web form/online page, Veeva, and Onomi. This will significantly reduce manual tasks and enhance the availability of consent data within Veeva.
- The consent management solution is configured based on local business and data privacy rules per country (e.g. double optin DACH region, Legitimate interest France)
- Scalable digital consent forms designed to efficiently collect consent and healthcare professional data, deployable via websites, congresses, and QR codes. This will include confirmation emails for both opt-ins and opt-outs across 19 countries, ensuring a streamlined and efficient process.
- Seamless bi-directional connection with Veeva and Onomi
- A data quality algorithm that prevent duplications across systems
”After we had spent a lot of time collecting consent on paper and via phone calls, our privacy officer rejected all of them because they didn’t meet the GDPR requirements. With OptInsight, we were able to solve these issues. Opt-in can be used via the system, so that promotional emails can be sent to my target group.
CLIENT REVIEW
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