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Pharmaceutical & Aesthetics Case Study
Pharmaceutical & Aesthetics Customer Data Management: Improving Data Quality Through Specialist Support
Sector: Pharmaceuticals and medical aesthetics
Services: Customer contact, data cleansing, database reconciliation and account record management
Platforms: Client based systems plus, Mailchimp and HubSpot integration requirements
Specialist preparation: Pharmacovigilance training
The Challenge
A leading medical aesthetics business needed support to improve the accuracy, completeness and consistency of a large volume of customer data held across multiple platforms.
Maintaining reliable customer records was important not only for day-to-day communications, but also for customer engagement, educational activities and marketing. Duplicate records, conflicting email addresses, missing information and inconsistencies between systems could all create problems when identifying customers and managing their interactions.
The client's requirement went beyond conventional data cleansing. It needed a structured process to reconcile customer information, identify discrepancies and ensure that its primary customer relationship management system remained the authoritative source of customer data.
Our Approach
24 I.S. Sales Intelligence provided specialist support combining detailed data checking with customer contact where required to verify or clarify information.
Our team undertook Pharmacovigilance training in preparation for the work, recognising the specialist environment in which the service was being delivered.
Reconciling Customer Records Across Multiple Platforms
The project involved comparing merged data fields across the relevant systems, using the main client database system as the primary reference point. We checked records for discrepancies, missing information and potential duplicates, following a structured process to identify issues requiring investigation.
This included:
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Duplicate professional registration numbers: identifying records where registration numbers that should be unique appeared more than once, with additional checks where necessary.
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Duplicate email addresses: investigating shared or repeated email addresses and identifying the most appropriate primary email for each customer.
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Duplicate names: comparing records against existing data and correcting discrepancies where required.
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Incomplete customer records: identifying missing details, including telephone numbers, postcodes and country or county information.
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Inconsistent platform records: checking customer information across the client systems, with platform-specific requirements taken into account.
Establishing Accurate Customer Records
The work also involved identifying which customer records required updating or further investigation.
Where a customer had multiple accounts on the same platform, the process considered account activity to help determine which account should be retained. Where a customer appeared active on Events or their online academy but inactive in the main client database, the record was flagged for the appropriate status update.
Where individuals shared an email address, the team sought an alternative address where possible, helping address a known obstacle to transferring customer data into HubSpot.
Supporting Marketing Data Accuracy
Marketing preferences were another important part of the process. Relevant opt-in information obtained through Events and the online academy.
Mailchimp was identified for recording in the client's main database system, helping maintain a more complete picture of each customer's communication preferences.
The work also identified customers missing from the client database, with the necessary information gathered and prepared for entry so that records could be completed accurately.
The Value to the Client
The project required a combination of attention to detail, consistent processes and an understanding of how customer data moves between systems.
By systematically identifying duplicates, correcting discrepancies, filling gaps and checking customer records across multiple platforms, 24 I.S. helped the client improve the quality and consistency of its customer information.
The work also supported more reliable customer identification, more effective communications and the preparation of data for integration with other systems.
More Than Conventional Data Cleansing
This project demonstrates that outsourced customer support can extend well beyond answering enquiries or making routine calls.
24 I.S. provided a structured, detail-focused service in a specialist pharmaceutical and aesthetics environment, combining customer contact capabilities with data quality processes and Pharmacovigilance training.
**At 24 I.S. Sales Intelligence, we help businesses improve customer data quality, maintain more consistent records and support effective customer engagement
How Can We Help You?
If you have a clearly defined market or sector that you want to penetrate, 24 I.S. Sales Intelligence can help you turn that market into a structured, actionable sales opportunity. Whether you need to identify every relevant organisation, find the right decision makers, build accurate prospect data or engage those prospects by telephone, we can provide the expertise and resource to support your objectives.
Our experience extends across a wide range of sectors and market types, from telecommunications, IT and construction to professional services, sports, procurement and specialist B2B markets. We understand how to research a market, build an appropriate prospect database and develop an effective calling strategy around your proposition. This means you don't necessarily need to have all the answers before you approach us—we can help you develop the approach.
If you have a market you want to target, let's talk. Whether you're looking for a one-off market research exercise, a targeted outbound campaign or an ongoing sales intelligence programme, 24 I.S. can provide the people, experience and sales expertise to help you identify and develop new opportunities. Contact us today to discuss how we could help you open up your next market.
Speak to our friendly team on 01782 409788 to discuss your challenge, (or email us at info@24-is.co.uk ) and we can explain how we can put a solution in place for you.
