update COSMIC Integrates Life Sciences CRM With Social Media for an Optimized Social CRM Platform

PRINCETON, N.J.--(BUSINESS WIRE)--update CRM Inc., creator of innovative customer relationship management (CRM) solutions for life sciences, today announced the launch of COSMIC, a new software module that extends its award-winning update.seven and update.revolution CRM platforms to the social Web. The new module, designed specifically for companies in the pharmaceutical, medical device, biotech and other life sciences organizations, is immediately available for new and existing update CRM customers.

“We recognized some time ago that customer relationship management and social media are clearly intersecting, but we have seen that businesses are still having challenges integrating the two and making them work in harmony”

COSMIC (Comprehensive Observation of Social Media Integrated with CRM) offers a broad mix of social media, web monitoring and analytical features, enabling life sciences companies to leverage the explosive growth of social media communications and integrate crucial data into their CRM process. The solution monitors comments and conversations shared online across the social Web. Information about a company, its brand, product or service, is analyzed and insights are translated into actionable data and integrated into the existing CRM process (e.g. automatic creation of service tickets, fast response communicated directly within the CRM system, etc).

“We recognized some time ago that customer relationship management and social media are clearly intersecting, but we have seen that businesses are still having challenges integrating the two and making them work in harmony,” said Adam Vissing, update’s Director of Innovation. “COSMIC can help life sciences companies better understand the public conversations about their brand – from doctors to administrators to patients to competitors – while also allowing them to engage and interact when needed, via their standardized CRM protocols.”

COSMIC’s social media integration helps life sciences manage the vast amount of company, product and industry data available through social media networks. Sales representatives, for example, can locate, track, and even respond to comments and conversations from key opinion leaders, such as administrators, doctors and even patients. COSMIC can also help monitor product or campaign sentiment and feedback among patients, doctors and other groups.

COSMIC is designed to leverage the power of social media communications and integrate that data into CRM processes. The COSMIC solution operates in three stages:

Listen: COSMIC continuously searches for specific keywords and phrases through all defined social media channels (Twitter, RSS feeds, blogs, industry-specific social media platforms, etc.) and stores the results in the database.
Understand: Collected data is analyzed to determine activity (how much is being said), actors (who is saying it), influence (how many people are listening), sentiment (positive/negative/neutral) and trends (related emerging topics).
Engage: Items identified as important trigger related actions in the CRM system – identified actors become persons, tweets become service tickets or calls, campaign responses are tracked and sales reps are automatically notified, etc.

Taken as a whole, COSMIC transforms update CRM’s powerful CRM platform into a fully integrated Web 2.0 social CRM package, providing marketing, sales and service teams with the power to extract useful and actionable information from the growing stream of worldwide social media traffic.

About update CRM Inc.

update CRM Inc. is a leading provider of premium customer relationship management (CRM) solutions designed specifically for the life sciences industry. update CRM’s innovative and unique cloud-based customer solutions, coupled with extensive experience in the CRM and life sciences industries, ensures that our customers are more successful.

With its parent company, update software AG, and hosting partner, IBM, the company offers a complete CRM solution to more than 1,500 companies serving 170,000 end users in 80 countries. update CRM provides its customers with industry-specific CRM solutions emphasizing speed, quality and sustainability — without financial risk to the customer.