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Client Success Story

the situation

The Situation

  • The client is an oncology biotechnology company focused on targeted therapies. The client asked EVERSANA to provide a high-quality level medical information service that factors speed, ease and trust. 
  • The goal was for the Medical Information Contact Center program is to fulfill 90% of inquiries on the same day and fulfill 100% of inquiries within 1 business day. 
  • There was also expectation that customers can reach the Contact Center via phone, live chat, webform, Medical Information Request Form (MIRF), Medical information portal, fax, or email. This omni-channel approach provides customers with “ease of use,” a key factor in excellent customer service. 
  • The client also asked for highly trained, professional staff that are knowledgeable not only in the oncology therapeutic space but supporting their specific medical information database. 
the solution

The Solution

  • Due to the high level of service request, a hybrid model comprised of a US based dedicated pharmacist and a team of US based shared pharmacists was implemented. 
  • EVERSANA worked collaboratively with the client to train the team on the client’s hosted Mavens Medical Information Cloud database, disease state and monthly practice scenarios to prepare for launch. 
  • The team was trained and focused on achieving the client’s requested SLAs including time to response, service level rate, call success rate, and average time to answer. Within 24 hours of approval, the entire team passed the Prescribing Information Assessment with a score of 90% or above. This proved to the client that the EVERSANA MI team was delivering above and beyond expectations. 
the results

The Results

  • Direct unsolicited feedback from the client – “I felt compelled to reach out and say ‘Thank you’ and congratulate you and your colleagues on such amazing work. This is by far the best performance I have seen at any company that I have been at; most would do in days what you do in hours. Very impressive! I know based on customer feedback that not only are your delivering quickly, but the quality of the responses is outstanding.”
  • Medical Information Metrics month of launch:
  • 131 requests
  • Time to Response: 1.18 Hours
  • 99% of responses completed on the same day
  • Service Level Rate: 96% 
  • Call Success Rate: 96% 
  • Avg Speed Answered: 17 seconds

Medical Information Metrics month of launch:​
131 requests​
Time to Response: 1.18 Hours​
99% of responses completed on the same day​
Service Level Rate: 96% ​
Call Success Rate: 96% ​
Avg Speed Answered: 17 seconds


Results Matter.

Ask us how we can help you improve your Medical Information services.