Novartis

Achieving operational excellence in medical sales calls

Illustration of Novartis case study

Context

Enhancing the skills of Medical Delegates is essential for Novartis to ensure clear communication with healthcare professionals and effective monitoring of best practices.

As medication is complex, medical visits must meet the needs of professionals to optimize patient care. The goal is to provide updated, comprehensive, and practical information to promote the proper use of medication, from prescription to adherence. Novartis also innovates in training to best prepare its Medical Delegates.

Illustration of Novartis case study
Illustration of Novartis case study

Need

Novartis developed a medical visit simulator to enable Medical Delegates to master essential behaviors during visits. This gamified digital tool integrates seamlessly with the existing blended learning approach and managerial follow-up. It offers high replayability to ensure the adoption and reinforcement of good behavioral practices.

The personalized feedback integrated into the simulator helps ensure a proper understanding of practices, allowing Delegates to train regularly and optimize their interactions with healthcare professionals.

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86%

of Medical Delegates who participated in the experience

2 912

medical visits conducted virtually in one month

524

hours spent on the simulator

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Solution

The simulator designed by Serious Factory enables Medical Delegates to train with healthcare professionals in realistic scenarios. Each 20-minute educational session includes random events, offering an interactive and non-linear experience. Based on their choices, Delegates navigate different paths, tasked with asking the right questions and providing suitable solutions. Qualitative feedback is embedded to enhance practices.

Deployed on VTS Perform, this simulator allows Novartis to monitor learners' behaviors and skill development through detailed reports. These insights help refine training to achieve excellence.

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Benefits

This supplementary tool to face-to-face training has enabled Medical Delegates to enhance their behavioral skills through immersive and realistic scenarios. Qualitative feedback after each interaction has facilitated the application of best practices in real-life situations.

To boost replayability, Serious Factory has incorporated challenges like timed tasks and point accumulation, optimizing the experience for both PC and iPad. The application also operates offline, ensuring optimal accessibility even with limited connectivity.

Medicines are not like other products. Promoting proper use, from prescription to compliance, is essential. That's why it's so important to provide quality training for our Medical Sales Representatives, to ensure that doctors have access to clear, comprehensive, rigorous and practical information. Digital training helps maintain knowledge and effectively complements face-to-face training.
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Quality & Training Journey Manager

Novartis

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