HUB OVERHAUL SAVES 25%; SALES INCREASE 34%
A mid-size pharmaceutical manufacturer had a patient services call center that was unsatisfactory in operational performance and had a poorly defined objective.
Archbow Consulting was hired to analyze the existing operations, assess the mix of services, and help define a clear set of goals that would meet or exceed market expectations.
Archbow facilitated a workshop with the customer to understand why they wanted the patient support program, what services were needed, how they should be delivered to patients and healthcare professionals.
Based on stakeholder feedback, Archbow redesigned the patient support program, including:
Patient enrollment process
Services offered (eliminated under-utilized services and added features like QuickStart and Home Infusion)
Archbow then implemented the changes, managing the operational overhaul to ensure plans were translated into strong performance.
Archbow’s customer reduced costs of their old, inefficient model by 25% of the program’s yearly budget.
Product sales increased 34% within a year.