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PROGRAM EXECUTION

Every Touchpoint team is supported with a powerful engine of services that maximizes efficiency and supports execution:

*Some of these services are also available as stand-alone solutions.

Recruiting

Recruiting high-performance sales, service, and clinical teams is a foundation of our business. Our full-time regionally based recruiters have an average of 9 years’ experience in life sciences recruiting. Touchpoint recruiters use our proprietary Recruiting Selection Process™ to find the right hires for you the first time.Recruiting solutions are also available as a stand-alone solution for direct-hire positions through Touchpoint Recruiting Solutions’ elite recruiting offering.

Training

Touchpoint Training Solutions provides action-oriented, real-world training for all sales, service, and clinical teams via home study, in-person workshops, and eLearning. Our Touchpoint Virtual Academy eLearning platform is a full-featured, web-based learning management system. The Virtual Academy can support all types of learning and includes a robust assessment engine for analyzing and reporting on learners’ knowledge.

Performance Management

Touchpoint has high performance expectations for all team members.Field Sales and Service TeamsField sales and service teams are rewarded for results, not activity alone. We customize each compensation plan to motivate behaviors that drive program success. We also enhance performance by employing OPAL®, an online competency-development and day-to-day performance management resource that provides field representatives with just-in-time coaching and expert guidance on important business competencies.Inside Sales and Service Teams

Inside sales and service teams are incentivized based on call quality and volume. Representatives are given daily feedback regarding productivity and call quality/effectiveness. Incentives are based on a quality score composed of 23 effectiveness measures.

Clinical Teams

Clinical teams (clinical health educators and medical science liaisons) are unique in that they are not paid to achieve sales goals. Instead, these professionals are compensated based on their ability to achieve client-specific educational and communications goals. Their performance is monitored through both primary and secondary observation.

Operations

Touchpoint backs every team with extensive operations support. Of course, the specific operational functions employed for each client are determined by the client’s unique requirements. Key operations functions can include:

Administration:

      • Hardware/software distribution and support
      • Expense reporting system and payroll support (including HCP-spend capture and reporting)
      • Meeting/POA planning
      • Representative time tracking

Online Team Resource Portal:

      • Design, development, and management of client-specific online resource portal
      • Portal securely houses key information and resources such as announcements, documents (eg, administration, expense management, human resources), eLearning Center (training documents and videos), and best practices forum

SFA/CRM System:

      • Expert configuration, training, and ongoing support are provided for sales force automation (SFA) systems used by promotional teams and for clinical customer relationship management (CRM) systems employed by clinical teams
      • Field-based promotional teams typically employ Veeva™, the first Software-as-a-Service (SaaS) CRM solution built specifically for the life sciences industry, which leverages the salesforce.com platform

Reporting:

      • Field and inside call activity and results
      • Performance metrics
      • Sample accountability and compliance
      • Human resources metrics

Fleet Services:

      • On-boarding and deployment of fleet vehicles or management of car allowance for field-based teams
      • Safety and compliance monitoring and ongoing certifications

Help Desk:

      • State-of-the-art help desk provides support for all field-based personnel

Compliance

Touchpoint is at the forefront of promotional compliance management. We have a highly effective, well-structured compliance program — based on the Office of Inspector General’s (OIG) Seven Elements of an Effective Compliance Program — designed to support legal and ethical actions.


Touchpoint’s full-time chief compliance officer (CCO) and compliance department provide extensive oversight of all customer-facing staff and communications, ensuring compliance with key regulatory guidelines, including:

      • Health Insurance Portability and Accountability Act (HIPAA)
      • FDA regulations governing sales calls and adverse event reporting
      • Interactions with healthcare professionals
      • Kickback, fraud, and abuse statutes
      • Prescription Drug Marketing Act (PDMA) requirements
      • Food and Drug Administration (FDA) True Statement requirements
      • Off-label promotion
      • Fair balance

Analytics

Touchpoint analytics are designed to assess progress toward each client’s objectives and adjust the solutions if, and as, needed. We know it’s not just about “data,” but about intelligence that both measures results and informs if and when design changes are warranted to optimize return on investment (ROI).

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