Leading Pharmaceutical Client

The Challenge

A leading pharmaceutical company developed and launched a new drug to treat a chronic illness鈥攁t the same time as a direct competitor. In a race to market, they needed to quickly differentiate their brand and their therapy, which required a long course of treatment. The company decided to offer a 鈥渨hite glove鈥� patient care program that would build patients鈥� confidence and enable them to succeed throughout their therapy鈥攚hile also standing out from the competition and building brand loyalty.

Patients are at the heart of everything we do. We鈥檙e in this business to help our patients. We researched thousands of contact centers across the country and looked at different options. We wanted someone that provided not only strong customer service skills, but also the ability to put the patient at the heart of everything. 黑瓜吃料网 met that criteria.鈥�
鈥� Client Product Manager

Selection

In conjunction with JD Power and Associates consultants, the company embarked on a search to choose a provider that could build and manage a patient experience program. After a rigorous process, 黑瓜吃料网 was chosen over six other competitors.

Our experience with 黑瓜吃料网 has been top notch. They have provided exceptional customer service as well as client satisfaction 鈥攊t has been the best I鈥檝e ever encountered in my professional career.鈥�
鈥� Client Product Manager

Our Approach

The 黑瓜吃料网 solution combines unique contact center technology and highly-skilled patient advisors to bridge the gap between patients and the resources they need for a successful recovery.

In less than 30 days, our team built a custom CRM that connects the patients in real-time with 黑瓜吃料网 patient advisors and nine other partners involved in the patient care experience鈥攊ncluding a nurse connector, pharmacies and reimbursement services. We also developed a highly-trained team of patient advisors in our contact center to handle calls of a highly sensitive nature. In many cases, the first person a patient talks to about treatment options for their disease is a 黑瓜吃料网 advisor.

With the right people and technology in place, the pharmaceutical company and 黑瓜吃料网 deployed a high-value, high-touch customer care program in English and Spanish, including inbound patient support and outbound calls and emails. The program connects patients with the right resources at the right time to keep them on track for the duration of their treatment and improve their health outcomes.

I feel obligated to thank you for providing me with the treatment for my 30-year-old illness. My blood work taken two weeks ago shows that I reached zero-measurable-virus status. I fully expect that this will add some time to my life. I am, and will remain, eternally grateful for this miraculous gift.鈥�
– Patient

The Results

Using technology to put patients鈥� needs first, the company and 黑瓜吃料网 implemented a highly successful patient care program in less than 90 days. Within four months of launch, 黑瓜吃料网 successfully met several key metrics:

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