Challenge

A global healthcare company made a strategic decision to invest in a reconfiguration of data models to support their US field sales force analytics applications, as well as updated UI/UX to provide the highest level of service to the field sales force. The Field Sales Force included over 3,000 employees that use Qlik for field sales and activity analytics. The challenge for our consultants included implementing a highly flexible data model to accurately reflect the company’s complex alignment and affiliation configuration, replace Excel reports with Qlik analysis, and increase user adoption and satisfaction.

5-Step Approach

By adopting a 5-step process to project delivery design, the team was able to address the challenges inherent in an initiative of this scope. These steps included:

• Large amounts of complex data had to be made available to a broad cross-section of users in a seamless and intuitive UI.
• Design, develop and deliver functionality to users through clear, concise navigation and objects.
• Involve the user community during the entire design and development phases to obtain the highest level of acceptance and usefulnes
•  Retain user focus without adding unnecessary UI complexity
• Stay current with user needs after the project is delivered.

Benefits

For the first time, the field force could view their peer sales forces’ activity and performance to analyze a complete picture of their geographies from a single Physician to a National Integrated Delivery Network (IDN) Health System.

This can now be accomplished across any combination of apportioned and overlaid sales territories, to analyze TRx, NBRx, as well as non-Retail sales data, in addition to all touchpoints from their Veeva CRM system. As the updated applications were rolled out to home offices and field users, there was a dramatic increase in user satisfaction and adoption.

User Involvement

Working closely with the company’s business teams our consultants streamlined and clarified the UI so that users were unencumbered as they navigated through their data. Previous ambiguity and confusion were reduced or eliminated by moving key functionalities to their own view, designing for fewer options on each view, and making primary options more prominent and noticeable.

Constant user feedback is critical to the on-going success of any project. The maintainability and sustainability of Qlik code are essential to keeping adoption rates high. This is accomplished using external variable tables that contain a systems library of configurable parameters so that as the business changes, the applications can respond and reflect those changes, in many cases, without code updates. Due to Qlik’s adaptive backend and frontend interfaces applications can be designed, developed and implemented in very short timeframes. The user satisfaction levels reached an all-time high in this case as adoption nearly climbed to 100% of field users. The company is continuing to expand the use of Qlik throughout the organization based on the success of the field sales force implementations by Infozone.