'Liveberater': Qualified Advice for Patients

Saatchi & Saatchi Pro Germany brings the ‘Liveberater’ live consultation by DocMorris to life.

Berlin - Commissioned by Telekom, the B2B communication agency Saatchi & Saatchi Pro, previously zweimaleins, has developed a “Liveberater” live consultation tool for DocMorris. With this interactive video live consultation, Europe’s largest mail-order pharmacy is expanding its already existing and highly appraised consultation services. Now customers can talk to the pharmacists at DocMorris face to face online. The high-resolution video application creates a more personal level than a telephone dialogue by showing the pharmacist in realistic, three-dimensional surroundings.

In addition to the video feature, the “Liveberater” also offers the option of updating information and content in a large format directly on the application interface in the form of graphics, documents, animations and even interactive configurators. This way, any questions from customers can be answered audio-visually, and they can be informed about useful tips or current treatment methods.

With the consultation tool developed by Saatchi & Saatchi Pro, DocMorris provides a greater understanding on how to handle pharmaceuticals and medical products, thus strengthening consumer confidence in the treatment prescribed by the doctor and also giving its services a future-oriented function.

Two aspects were of utmost importance in Saatchi & Saatchi Pro’s planning and implementation of the “Liveberater”: an uninterrupted, interactive dialogue during which sensitive customer data is always protected, as well as a consistent brand communication. Like in a studio, the pharmacists sit at a desk, use a touchpad to control the various functions of the “Liveberater” and pull the information onto their desk virtually. The selected content is simultaneously loaded in the background of the video chat window and is made available to be downloaded. So for the customers, everything takes place on a uniform interface.

The corporate design of DocMorris is consistently implemented for all use cases and screens, and can also be seen in the presentation content. With this combination of personal dialogue, involvement, relevant content and a consistent CD, Saatchi & Saatchi Pro offers a convincing brand experience for the customers of DocMorris. As the “Liveberater” is completely web-based, customers can use the consultation services immediately for downloads and installation without any effort.

“We have always seen ourselves as partners for our customers. With the “Liveberater”, we can now personally offer advice on how they should take their medication, go through the leaflets together and answer any questions they may have directly in the comfort of their own homes. The information provided can be accessed comprehensively at all times,” explains Prof. Dr. Christian Franken, Chief Pharmaceutical Officer at DocMorris. “This way, we are able to bridge the gap between online and offline, and can come directly to our customers’ homes upon demand. The direct, personal and visual contact is a continuation of DocMorris’ consultation approach.”

Saatchi & Saatchi Pro has not only developed the concept and the design of the “Liveberater”, it is also responsible for developing the software, the user interface, the necessary links to the DocMorris systems and databases as well as all presentations.


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