The Customer

A global pharmaceutical company with a vision to explore new ways to improve and extend people’s lives with commitment to deliver better products, by seeking out and listening to insights from their most important stakeholders, the patients.

Challenges

  1. 60% non-adherence to prescribed therapy by patients for specialty brands, resulting in revenue losses and gaps in achieving better health outcomes
  2. No access to prescription/patient data to optimize and create better interventions

The Solution

We launched a first-of-its-kind patient support program (PSP) by integrating a call center, field councilors, and centralized CRM called Optimax™ to ensure optimized patient support across brands.On enrolling to the PSP, the patients can access benefits such as awareness & education, disease management, access to diagnostic labs & e-pharmacy, insurance, and micro finance, to aid affordability, improve adherence and health outcomes.

Leveraging patient, prescription and therapy data through Optimax™ helps better understand patient behavior, analyze drop-out reasons, and create further intervention plans.

95
Patient enrollment rate
90
Process adherence across programs
80
Therapy compliance

Outcomes

The client is able to execute year-on-year renewals of PSP services for 32 brands, 7 therapy areas and enrolment of 300,000 patients successfully.It is now possible for the client to achieve an enrollment rate of 95%, adherence rate of 85%, compliance rate of 80% and process adherence of 90% across all patient support programs.

The quickly deployable plug and play model, initiating PSP across any therapy areas, helps fulfill commitments to be patient centric and future ready in delivering better products.