Pharma Loyalty Program
Project Overview
A large pharmaceutical client was evaluating various strategies and tactics to meet its growth objectives for its hospital business unit (the portfolio it sells to hospitals). The client engaged Sabii Digital to assess and evaluate a potential loyalty and rewards program to drive this growth. Sabii Digital built a financial/business model and an implementation plan for a loyalty program aligned with the client’s strategy to enhance customer engagement and retention within their hospital business unit. The work included validating qualification criteria and perks, conducting sensitivity analysis, and assessing technical and data feasibility. The outcome was a scalable loyalty program supported by a clear implementation plan, playbook, and budget.
Capabilities: Modeling, Test & Learn Plans, Playbook
Tools & Softwares: Third-party solutions utilized during the project.
Industry: Pharmaceutical
Project Duration: 12 Weeks
Proposed Solution
To address the business problem, our process began with a strategic review of the loyalty business model by Sabii to define program tier structures, qualification criteria, and member benefits that align with the client’s customer engagement standards. The model was then validated against the client’s business guidelines. Sabii defined program rules and conducted sensitivity analysis to ensure balanced tier thresholds and mitigate potential risks.
Following model validation, a technical and data feasibility assessment was conducted. This includes reviewing system compatibility, defining technical business rules, and mapping program logic to existing client’s data sources while evaluating data granularity and completeness.
Based on these insights, a high-level implementation blueprint was developed, outlining platform architecture, integration points, rollout phases, and risk mitigation strategies. A comprehensive program playbook was also created to govern operations, customer journey management, and exception handling. Lastly, a detailed budget and timeline was provided to support execution and resource planning.
Business Problem
Our client was looking to develop a closer relationship with the hospital customers and develop more connectivity with their direct purchase channel through a hospital loyalty program. They wanted to ensure this loyalty program would be easy and beneficial for their customers while aligned to their business priorities. Also, a key objective was to ensure that the program was easy to administer and based on distinct technology.
Conclusion
Sabii was able to successfully partner and deliver a scalable loyalty program aligned with client’s engagement goals, improved clarity on program governance and execution, and provided a clear roadmap with budget and timelines for a seamless rollout. The client successfully submitted the loyalty program plan to senior management for approval for the following fiscal year.