Enabling pharmaceutical sales support to increase productivity and effectiveness of sales reps

One area where pharmaceutical companies can maximize productivity is in choosing the correct support services for sales representatives. Reps, faced with technology upgrades and increased reliance on complex data, rely on their support networks for a wide array of problem-solving tasks that go beyond the traditional duties of a help desk. According to this white paper by Dendrite International Inc., more than 70 percent of requests placed by pharmaceutical sales representatives use a help desk for services related directly to sales and marketing activities, such as alignment, communications and data issues. Pharmaceutical companies should view the help desk as not just a commodity service but as support that can increase the productivity and effectiveness of the sales force.

These knowledge-based support services require live interaction with experts who have deep experience working in the pharmaceutical industry. According to this white paper, only 30 percent of sales representatives call a help desk for traditional issues such as usage and hardware.

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