The Customer

A global specialty pharmaceuticals company in iron deficiency, nephrology, and cardio-renal therapies, striving to help patients around the world with severe and chronic diseases lead better and healthier lives

Challenges

  1. The product mix is a combination of in-house and a few in-licensed brands. Predominantly EU based with limited operational or medical presence in the US, managing its US operations was a challenge without a local medical information team
  2. Multiple product launches planned in the US with limited ability to increase headcount and infrastructure for medical information team, and diverse regional requirements in EU, LATAM, MEA, and APAC markets

The Solution

Deployed a turn-key medical information solution with local and regional based language capable medical information specialists to intake product specific queries, Adverse Events (AE) , quality complaints, documentation and triage.

Comprehensive management of knowledge base (onboarding, ongoing staff training on product knowledge and processes) and QA activities ensured compliance with reporting responsibilities (PV, transfers of value)
Layer of analytics service for leadership level insights helped to better understand customer requirements, and highlighted valuable factors.

99
SLA adherence
30
Efficiency in budget spent
15
Products supported in 8 languages

Outcomes

A stable team of 40 information specialists with <10% attrition across regions, resulting in better quality and efficiencies in timely, accurate, and consistent responses, now enables client to be future ready.

They observe >99% adherence to service levels in terms of TAT, accuracy, and compliance, alongside high satisfaction scores on responsiveness and quality of information provided. They are able to achieve 30% efficiency in budget spend as opposed to local sourcing.