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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