Orchestrated Customer Engagement (OCE) is the next generation commercial platform from IQVIA. OCE connects sales, marketing, medical and other functions to harmonize interactions with customers. This enables life sciences companies to build trust and optimize performance in a way not possible with legacy point solutions such as CRM and MCM tools.
We use OneKey, which contains all our customer data in Korea. I combine the data and the activity in Salesforce, and OCE provides insights into these activities.
When we wanted to gain market insight locally here in Korea, we had to combine all the data using Excel or another data preparation tool. These reports were created monthly or quarterly. However, with OCE, we can create these reports on a daily basis. As a result, many people can access the data and gain insights.
I've found the customer 360 degree view to be valuable.
Because Salesforce is a cloud solution, sometimes we have issues with speed. We experience a lot of delays.
The data queries are at times separated and do not match properly. To obtain insights from data, we need to map or match the datasets and define the relationships between them. However, in Salesforce it is very difficult to define relationships between datasets.
They do not provide any customization features; they are all global/standard. Because the sales department needs many functions to deal with sales or government policies, like taxes, they cannot develop the features in OCE. As a result, we cannot provide Salesforce as a single solution.
The workflow process is not complete. They need to achieve more knowledge and experience in this industry.
I've been using OCE for three years.
It is a SaaS solution.
It is very stable because it is a SaaS solution, and they provide regular updates and minor fixes.
I would rate technical support at 3.5 out of 5.
We switched because the 360 view is very important to us and because we needed to transfer to a cloud solution.
As for the initial setup, there were many conflicts between the new system and the legacy systems. It took about three to four months to deploy the solution.
The reason why it took such a long time to implement this solution is the fact that there were so many requirements in several of our departments. This is because OCE is a complete solution for sales and marketing. It includes Salesforce Marketing Cloud too.
There were about 10 people from the provider and about 6 people from our team for the deployment.
OCE is less expensive than Veeva, for instance.
We looked at Veeva CRM.
One of the differences is that we use the data stack OneKey, which includes all the data of the doctors in Korea.
The second difference is the local service team. Veeva has no local service team; they have some partners in Korea.
OCE's customer service is better.
Cloud CRMs are only focused on the data, on pivoting them. We then need to combine all market data into one dataset. As a result, this solution is very helpful for combining data, and it is also great for generating the data.
Some features and services are not complete compared with Veeva's, so on a scale from one to ten, I would rate OCE at seven.
