Aug 24, 2020

Freshworks: delivering a 360 software solution

healthcare
medical
Freshworks
Sean Galea-Pace
3 min
Healthcare Global explores Freshworks and takes a look at its platforms in the first of six articles
Healthcare Global explores Freshworks and takes a look at its platforms in the first of six articles...

Freshworks provides organizations with SaaS customer engagement solutions that make it easier for professionals to communicate effectively with customers.The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:

  • Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.
  • Freshservice - Streamline IT services and manage internal requests from employees.
  • Freshsales - Keep sales teams updated about prospects and close deals quicker.
  • Freshcaller - Reimagine cloud-based phone system for businesses of all sizes across over 90 countries. 
  • Freshchat - Engage with website visitors and product users for sales and customer success.

Freshworks is creating products that allow its customers to keep their customers for life. Freshworks does things differently and believes in treating customers the way they’d like to be treated. The company integrates sales, support and marketing to target the ideal customer segment, monitor account health and identify upsell opportunities throughout the customer journey. By understanding its customers, Freshworks thrives on delivering great customer experiences. Freshworks’ unified support, sales, marketing and success platforms allow all interactions to be meaningful. Through Freshworks, you can give your teams the customer-for-life software suite they will love and customers will love too!

Healthcare

Freshsales is the most renowned HIPAA compliant and intuitive healthcare software that works right out of the box and can sync seamlessly within the healthcare environment. It helps staff build cordial relationships with patients by:

  • Storing patient and doctor information in one place for immediate access 
  • Giving a clear view of a patient’s basic information and their entire medical record in one screen
  • Keeping track of patients’ medical bills and the fees charged by doctors.

Medical insitutions need a healthcare CRM because a typical day in healthcare institutions is unpredictable. Doctors and nurses get distracted with emergency operations, sometimes patients don't show up for appointments, and some show up without one. While new patients walk in every day, some come in years later.

This requires staff to keep track of changes in schedules, capture new information, and dig through old records to obtain medical histories. Being able to obtain all the right information at the right time without overwhelming your patients becomes a struggle, especially when the information is scattered across different software.

As a result of this unpredictability, patience and patients are lost. Trust and loyalty, which is integral to businesses, falls through the cracks.

In order to create an effective day of managing schedules and retaining restless patients, adopting the right tools and technology, such as a healthcare CRM, is key.

The Freshworks Culture

Freshworks believes in a strong workplace culture and strives to deliver:

  • Craftsmanship
  • Happy work environment
  • Agility through empowerment
  • Being a true friend of the customer

Don’t miss our upcoming articles detailing Freshworks’ platform!Interested in finding out more? To try freshsales for free for 21 days, click here! 

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Apr 30, 2021

The challenges to vaccine distribution affecting everyone

covid-19vaccine
vaccinesupply
Supplychain
Blockchain
Jonathan Colehower
5 min
The challenges to vaccine distribution affecting everyone
Jonathan Colehower, CEO at CargoChain, describes the COVID-19 vaccine distribution challenges impacting every country, organisation and individual...

While it is comforting to know that vaccines against COVID-19 are showing remarkable efficacy, the world still faces intractable challenges with vaccine distribution. Specifically, the sheer number of vaccines required and the complexity of global supply chains are sure to present problems we have neither experienced nor even imagined. 

Current projections estimate that we could need 12-15 billion doses of vaccine, but the largest vaccine manufacturers produce less than half this volume in a year. To understand the scale of the problem, imagine stacking one billion pennies – you would have a stack that is 950 miles high. Now, think of that times ten. This is a massive problem that one nation can’t solve alone.  

Production capacity 

Even if we have a vaccine – can we make enough? Based on current projections, Pfizer expects to produce up to 1.3 billion doses this year. Moderna is working to expand its capacity to one billion units this year. Serum Institute of India, the world’s largest vaccine producer, is likely to produce 60% of the 3 billion doses committed by AstraZeneca, Johnson & Johnson and Sanofi. This leaves us about 7 billion doses short. 

Expanding vaccine production for most regions in the world is complicated and time-consuming. Unlike many traditional manufacturing operations that can expand relatively quickly and with limited regulation, pharmaceutical production must meet current good manufacturing practice (CGMP) guidelines. So, not only does it take time to transition from R&D to commercial manufacturing, but it could also take an additional six months to achieve CGMP certification. 

The problem becomes even more complex when considering the co-products required. Glass vials and syringes are just two of the most essential co-products needed to produce a vaccine. Last year, before COVID-19, global demand for glass vials was 12 billion. Even if it is safe to dispense ten doses per vial, there is certain to be significant pressure on world supply of the materials needed to package and distribute a vaccine.

It is imperative drug manufacturers and their raw material suppliers have clear visibility of production plans and raw material availability if there is any hope of optimizing scarce resources and maximising production yield.

Distribution requirements

It is widely known by now that temperature is a critical factor for the COVID-19 vaccine. Even the regions with the most developed logistics infrastructures and resources needed to support a cold-chain network are sure to struggle with distribution.

For the United States alone, State and local health agencies have determined distribution costs will exceed $8.4 billion, including $3 billion for workforce recruitment and training; $1.2 billion for cold-chain, $1 billion vaccination sites and $0.5 billion IT upgrades.  

The complexity of the problem increases further when considering countries such as India that do not have cold-chain logistics networks that meet vaccine requirements. Despite India’s network of 28,000 cold-chain units, none are capable of transporting vaccines below -25°Celsius. While India’s Serum Institute has licensed to manufacture AstraZeneca’s vaccine, which can reportedly be stored in standard refrigerated environments, even a regular vaccine cold chain poses major challenges.

Furthermore, security will undoubtedly become a significant concern that global authorities must address with a coordinated solution. According to the Pharmaceutical Security Institute, theft and counterfeiting of pharmaceutical products rose nearly 70% over the past five years. As with any valuable and scarce product, counterfeits will emerge. Suppliers and producers are actively working on innovative approaches to limit black-market interference. Corning, for example, is equipping vials with black-light verification to curb counterfeiting.

Clearly, this is a global problem that will require an unprecedented level of collaboration and coordination.

Disconnected information systems 

While it is unreasonable to expect every country around the world will suddenly adopt a standard technology that would provide immediate, accurate and available information for everyone, it is not unreasonable to think that we can align on a standard taxonomy that can serve as a Rosetta Stone for collaboration. 

A shared view of the situation (inventory, raw materials, delivery, defects) will provide every nation with the necessary information to make life-saving decisions, such as resource pooling, stock allocations and population coverage.

By allowing one central authority, such as the World Health Organization, to organize and align global leaders to a single collaboration standard, such as GS1, and a standard sharing protocol, such as DSCSA, then every supply chain participant will have the ability to predict, plan and execute in a way that maximises global health.

Political influence and social equality 

As if we don’t have enough stress and churn in today’s geopolitical environment, we must now include the challenge of “vaccine nationalism.” While this might not appear to be a supply chain problem, per se, it is a critical challenge that will hinge on supply chain capabilities.

In response to the critical supply issues the world experienced with SARS-CoV-2, the World Health Organization, Gavi, the Vaccine Alliance and the Coalition for Epidemic Preparedness Innovations (CEPI) formed Covax: a coalition dedicated to equitable distribution of 2 billion doses of approved vaccines to its 172 member countries. Covax is currently facilitating a purchasing pool and has made commitments to buy massive quantities of approved vaccines when they become available.  

However, several political powerhouse countries, such as the United States and Russia, are not participating. Instead, they are striking bilateral deals with drug manufacturers – essentially, competing with the rest of the world to secure a national supply. Allocating scarce resources is never easy, but when availability could mean the difference between life and death, it becomes almost impossible.

Global production, distribution and social equality present dependent yet conflicting realities that will demand global supply chains provide complete transparency and an immutable chain of custody imperative to vaccine distribution. 

The technology is available today – we just need to use it. We have the ability to track every batch, pallet, box, vile and dose along the supply chain. We have the ability to know with absolute certainty that the vaccine is approved, where and when it was manufactured, how it was handled and whether it was compromised at any point in the supply chain. Modern blockchain technologies should be applied so that every nation, institution, regulator, doctor and patient can have confidence in knowing that they are making an impact in eradicating COVID-19.

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