The Customer
A global specialty pharmaceuticals company, headquartered in Switzerland, and specializes in the treatment areas of iron deficiency, dialysis, nephrology & rare disease.
Challenges and Objectives
- Inconsistent customer experience globally due to lack of a structured call center in all regions to manage Medical Information (MI) and Pharmacovigilance (PV) operations
- Lack of a standard MI management system across all regions (Use of Excel in some regions vs IRMS in a few others)
- Operational inefficiencies due to lack of MI analytics tracking leading to effort duplication on assets and trainings
- Compliance issues around non-adherence to processes due to processes and SoPs leading to delayed or incorrect query responses and case entries
The client wanted to centralize Medical Information management to improve customer experience, drive efficiencies and improve compliance
Scope: Global HQ, US, EU, APAC, MEA, CEE and LATAM | 40+ Countries | 15+ Products | 4+ TAs
Indegene Solution
Indegene deployed a pool of Medical Information specialists using a Hybrid model thereby bringing in cost efficiencies. 24x7 support was provided over 4+ therapeutic areas, 15+ products, 40+ countries and 15+ languages with a volume of 3500+ queries annually.
- The centralized team provided support services over query management and and triage, content creation, library support, literature surveillance, IRMS management, analytics and conference support
- Indegene also supported with global deployment of IRMS, along with transfer of data from various existing sources from every region
- Indegene also deployed a Medical Information Portal, created an Analytics dashboard and a Web application for optimal Congress query management
Outcomes
Indegene's solution using a Hybrid model ensured 24x7 support across 40+ countries and 15+ languages enabling the European pharma company to achieve 100% compliance and on-time responses while maintaining a first-time-right quality rate of over 95% for Med Info documents highlighted precision and effectiveness. Notably, the pharma company realized a 35% cost reduction through enhanced efficiencies, demonstrating tangible financial benefits.
Learn how a global pharma improves customer experience at 50% lesser costs with revamped SRLs across 5+ therapeutic areas.
Read the report on maximizing impact of Medical Information, by the Medical Affairs Digital Strategy Council, here
100%
Compliance
100%
on time responses to the requests
5/5
CSAT
>95%
First-time right quality for med info documents
35%
Cost reduction through steady state and improved operations