#FutureReadyHealthcare
Global pharmaceutical company enhances medical information and customer case management across Asia Pacific affiliates
The Customer
Global pharmaceutical company with 130 years of history, with the main focus on oncology, vaccines, infectious diseases, cardiometabolic disorders, COVID-19, and animal health.
The Medical Affairs (MA) Operations team in the organization is responsible as Designated Point of Contact (DPOC) for the management of Medical Information, Adverse Events, Product Quality Complaints, Counterfeit Diversion Tampering, and Feedback Inquiries.
Challenges
The MA Operations team had the vision to deliver high-quality customer service, and also free up the bandwidth of in-house MSL and MA teams from query intake and triage
The team was looking to standardize and implement quality assurance for DPOC global standard operating procedures (SOPs) and KPIs across 12 markets in APAC
The Solution
Indegene enabled a centralized approach to handle all incoming cases and queries across 12 APAC markets, as a business outsourced vendor for all DPOC activities under the MA Operations team. The team ensured resource availability for all language requirements across markets, including dedicated thirdparty resources remotely for English, and on-site for markets with minority/unique language requirements
Indegene was able to meet robust compliance standards of the organization’s global DPOC SOPs, local job aids, as well as information security and data privacy requirements. A tailor-made quality assurance (QA) scorecard and monthly key performance indicators (KPIs) assessment mechanism were set up to monitor and measure the quality and performance of DPOC activities
Outcomes
Indegene was able to drive efficiencies by providing a competent call center service team to handle the entire DPOC activities, across 12 multilingual APAC markets, and ensuring high quality and timely outputs. The custom QA scorecard and KPI assessment mechanism ensured effective quality and performance governance of DPOC tasks. Indegene’s ability to enable high compliance, with the global DPOC SOPs and local job aids, was proven during several quality and pharmacovigilance audits.