How Vakils developed web portals for two-way engagement with customers
Background:
The objective was to develop a scalable, lightweight and multi platform friendly web portal, which would facilitate two-way engagement with customers (healthcare professionals and patients). The web portal had to be easily accessible to users from any device, at any time suited them.
Challenges:
The primary challenge was setting up access to enable healthcare professionals (HCPs) to view the patient portal contents related to their therapeutic area in the HCP portal. An additional challenge was that the HCPs had to be authenticated without using any credentials. It was also important for the client to understand the HCPs’ activities over the portal in order to set up personalised customer journeys.
Solution:
Vakils developed two portals—a healthcare professional portal and a patient portal. The HCP portal was connected with the client’s Salesforce CRM system where all the HCP data is stored and managed. To allow the system to be seamless, when an HCP email ID is entered in the portal, it carries out a search on the database to determine if the HCP information has been registered. If the HCP has previously registered, they can login through an OTP sent to their email. In the event that the HCP has not previously registered themselves, they can do so by completing a basic form and providing a registration number. Once authenticated via verification with the central database, the HCP information is sent to the database and the HCP can login through an OTP sent to his/her email address. In this way, the HCP can access the portal without going through the login process.
A key feature of the HCP portal developed by Vakils is analytics that allow the client to successfully record the users’ actions. This feature defines key actions on the website that will be recorded as an event tagged against a certain customer profile and sent to the client’s CRM system. Thus, the client would be able to successfully record the users’ actions.
The patient portal was designed in a way that it shares its database with the HCP portal. This allows content from the patient portal to be viewed in the HCP portal as per the HCP’s therapeutic area.
The websites were developed in agile methodology, which enabled the Vakils team to collaborate with stakeholders throughout the web development process. Another advantage is that content can be updated easily without disturbing the layout of the page. This avoids unintentional maintenance mode, and ensures that the functionalities can be switched on or switched off per client requirements.
Result:Both the portals have been successfully launched and the client is very happy with the solution and flawless execution provided by Vakils. By leveraging the latest technologies, we were able to deliver added value with an unwavering focus on getting it right the first time. In addition to this, Vakils also localised the websites for the client’s other global affiliates. Our team will soon start working on phase II of the project with additional functionalities and automations for the client.
We would be happy to discuss more about this service. Please reach out to us at info@vakilspremedia.com
