Pharma case study · 12 EU markets · 2024
How one pharmaceutical company aligned 12 EU markets, restored field
team trust, and got omnichannel to actually work - in months, not years.
Trusted by leading organisations in healthcare across the world.
THE CHALLENGE
You're stuck in the middle.
Sarah owned omnichannel for a late lifecycle rheumatology brand across 12 EU markets. Her job description said "build scalable omnichannel model." Her reality said "navigate impossible stakeholder conflicts while somehow proving ROI."
PROBLEM IS IN ALIGMNENT
12 markets doing things their own way
No shared approach, no unified KPIs across digital and field teams.
Multiple CRM instances that didn't talk
Fragmented data with no single view of customer engagement.
Field teams burned by digital projects
Previous initiatives added work without adding value.
Leadership skeptical of transformation
Years of projects that never delivered measurable results.
Pressure to prove ROI fast
Need to show omnichannel works in months, not years.
THE RESULTS
The numbers tell
part of the story.
Simple proof points first. The market evidence follows beneath.
What happened in the markets
Simple proof points first. The market evidence follows beneath.
🇫🇮 FINLAND
When field capacity doesn't exist
Finland had one outsourced KAM for the entire country. RealTime became the "always on" presence. 71% engagement rate, 18 hot leads identified. Sales grew in 2024.
Digital isn't just optimization — it's essential when you don't have field capacity.
🇪🇸 Spain
2,000 touchpoints that mattered
Over 2,000 customer touchpoints attributed to RealTime follow-up. That's not 'digital engagement metrics' — that's digital-enabled field effectiveness.
SOV maintained despite 3 competitive launches.
🇩🇪 germany
The re-activation story
847 dormant accounts targeted. 203 re-activated (24% rate). 34 hot leads from accounts that had been written off.
The system identified opportunities field teams had missed.
🇬🇧 united kingdom
The KOL nobody could reach
A top 1% prescriber hadn't engaged in 18 months. RealTime sent content he cared about. He engaged 3 times in one week. Rep got a 45-minute conversation.
What changed: The system identified an opportunity the field team had missed.
PROBLEM IS IN ALIGMNENT
What this means for you?
Start with proof, not permission
Build something that works well enough to demonstrate value in 90 days, then scale.
Make field teams your partners
If they don't see value, nothing else matters. Give them tools that help, not more work.
Use success to build coalition
One market's results convince the next market. IT partnerships follow proof of value.
Good enough to prove beats perfect before launching
You'll learn more from real use than endless planning.
Find a partner who understands organizational dynamics
Not just the technology — but how change actually happens in pharma.
GET STARTED
Dane Tatana
Chief Executive Officer (Ngāti Raukawa, Ngāti Toa Rangatira)
[get in touch]
Ready to
move faster?
Nazli Unveren
Partnerships Manager – EMEA