Discovery workshops and user story backlog for Customer Engagement
Key Takeaway
Build Phase 1 Foundation first: HCP and HCO data, integrations, and consent management. Nearly all later Customer Engagement features, including AI-powered next-best-action recommendations, depend on accurate, compliant, properly structured customer data.
Discovery is the requirements-gathering phase of a Life Sciences Cloud for Customer Engagement implementation. In discovery, the implementation team and business stakeholders map the current state, the future state, and the critical processes that drive the business. The results decide which Customer Engagement features the organization needs and in what order to build them. Salesforce recommends a phased order that starts with HCP and HCO data and puts compliance guardrails in place before engagement scales.
What discovery is
Discovery is a deep dive into why each requirement exists, not a list of wants. The implementation team runs it together with stakeholders from sales, marketing, legal, medical, finance, operations, and IT.
The analysis looks at how the business works today. It looks for pain points, inefficiencies, and opportunities for automation and improvement.
An organization can use all Customer Engagement features or only some of them, so discovery must identify which features the organization's goals require. Many companies implement in stages and build up to a full solution.