Pfizer, one of the world's leading medical laboratories, recognized the importance of thoroughly understanding its customers' experience in hospital environments. To identify areas for improvement and strengthen relationships with healthcare professionals, Pfizer partnered with Izo to carry out a comprehensive diagnosis of the customer experience in hospitals.

Izo's team of experts worked closely with Pfizer to analyze the role of the three types of laboratory partners in the prescription model. Detailed studies were conducted to identify the keys to improving relationships between Pfizer and health professionals in hospital settings.

During the analysis, several key challenges were identified in improving the customer experience, including the need to create new emotional bonding levers and increasing commitment to medical managers and hospital management. These findings provided a clear view of the areas where Pfizer could implement significant improvements to optimize the customer experience.

Based on the diagnostic results, Pfizer and Izo to develop specific strategies and actions aimed at addressing the identified challenges. Initiatives were implemented to strengthen relationships with health professionals, improve communication and increase emotional commitment to the Pfizer brand in hospital environments.

As a result of this collaboration, Pfizer was able to significantly improve the customer experience in hospitals. Healthcare professionals experienced greater satisfaction and commitment to Pfizer, leading to better collaboration and a more effective prescription of laboratory products.

Thanks to the partnership with Izo, Pfizer was able to strengthen its position as a leader in the pharmaceutical industry and improve its ability to provide innovative, high-quality solutions to patients and healthcare professionals in hospital environments.