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Case Study Case Study Case Study

CASE STUDY

Fast track to recovery: Delivering world-class patient support.

CHALLENGE

A global pharmaceutical leader developed and launched a new drug to treat a long-term illness—at the same time as its direct competitor. In a race to market, the client needed to quickly differentiate their brand and therapy, which required a long course of treatment. A “white glove” patient care program was implemented to build patients’ confidence toward a successful recovery.

SOLUTION

Harte Hanks helped the client execute a successful patient care campaign in less than 90 days. A custom CRM gave patients real-time access to advisors and nine other partners, including a nurse connector, pharmacies and reimbursement services. A high-value, high-touch customer care program was also deployed—in English and Spanish—to offer inbound support, outbound calls and emails.

The pharma client eased the journey for patients with a long-term illness by allowing them to focus solely on improving their health.

STATS

Quality score from patients through 90 days of production

Quality score from patients through 90 days of production

Service level rating due to adequate staffing plans

Service level rating due to adequate staffing plans

Of all new program registration

Of all new program registration

New patients assigned to the nurse connector program

New patients assigned to the nurse connector program

New patients registered

New patients registered