DTC campaign here I come! You’ve sweated the small stuff. Well, not really small stuff, big stuff actually. And a lot of it. You took a step back and assessed the physician’s needs, your product benefits and your promise to the patient. The focus has been on attending to the physician – rightly so, ensuring they were ready to assume the staff of authority with your product and procedure.
You trained them, encouraged them and supported them. The reimbursement and insurance coverage gaps around the product are closing. Scientific and clinical journals have published clinical data and there are go-to clinicians, who are actively performing the procedure that new customers can contact. Lastly, you’ve resolved distribution challenges and simplified the purchase process.
And now you believe your company is ready to launch a DTC campaign. If that is the case, you can confidently mark ‘yes’ next to the following 10 checklist items.
© Scholastic, Inc. October 1999/ Art by Gioia Fiammenghi
Company Preparedness Checklist
1. ALL departments agree it is time to launch and are ready to do so.
2. Regulatory and clinical affairs are available to handle patient and consumer concerns customer needs.
3. Sales is well prepared to support and manage customer needs
4. PR, regulatory and legal are in alignment with their responsibilities and messages to address market reactions.
5. Marketing is ready to support and usher customers, consumers and company personnel through the process of fulfillment.
6. Manufacturing is able to respond to inventory ebb and flows.
7. IT has everything online working and significant bandwidth committed to supporting demand.
8. Customer service knows precisely how to handle all callers and questions.
9. Finance is committed to releasing funds well in advance of actual media event.
10. Senior Management is well versed in the campaign purpose and goal and all employees are aware of their responsibilities.
In addition to the above readiness states, the following conditions also need to be in place.
- A call center is prepared to handle all reactions from respondents
- All customers are informed about the planned campaign
- Referral physicians have been informed about the procedure and know who in their network performs it
- All patient education materials are downloadable
- Physician spokespersons have been identified and are prepared and willing to respond to press requests
- Reimbursement references are available to assist with coding and coverage questions
These conditions are key in preparing the company to support a consumer reaching campaign. All parties deserve information about the campaign, preparation to support the campaign and continued communication about the progress of the campaign. Launching a DTC campaign should only be done when you can confidently declare ‘here I come!’
(c) 2010 pH Consulting