Asembia has always been where the pharma industry gathers to tackle its biggest challenges, and this year was no different. For the Two Labs team, it was an opportunity to connect with partners, clients, and peers –– leading and engaging in conversations around the operational and strategic hurdles manufacturers face today.
Outside of connections discussions, our team led sessions offering deep perspectives and actionable insights across life sciences verticals, from rare disease economics to patient support training and post-launch trade optimization.
If you missed the event or just want a refresher, we’ve compiled key takeaways and themes from our panels, Lunch & Learn sessions, and time at Asembia.
Will Pih's Expertise Shines on Panel Addressing Challenges of Specialty Pharmacy for Rare Disease
Will Pih, co-founder of Two Labs, joined an expert panel to address one of the most urgent and intricate topics in pharma today: the economics of specialty pharmacy (SP) for rare diseases. Discussions focused on the financial pressures created by ultra-high-cost therapies, limited and exclusive distribution models, and the increasing need for sustainable access strategies.
The panelists explored how legacy reimbursement systems are not quite equipped to handle the demands of modern rare disease treatments. As Will noted in a post-panel interview with Pharmaceutical Commerce, today’s infrastructure often relies on outdated data systems that slow down patient access and complicate payer decision-making.
“We’re asking payers to approve complex therapies using legacy systems and outdated data infrastructure,” he explained. “That has to change if we want these therapies to reach the right patients at the right time.”
While the discussion touched on the promise and complexity of value-based pricing models to align cost with clinical outcomes, it was made clear that no single model will solve the economic challenges of rare disease.
Instead, progress will depend on coordinated efforts across manufacturers, specialty pharmacies, payers, and regulatory bodies.
Two Labs + Clarivate Case Study & Benchmarking Readout
Continuing the popularity of previous years’ presentations, Two Labs and Clarivate unveiled the latest insights from their multi-year benchmarking initiative, now in its third year, focused on the evolving role of patient service programs (PSPs) in specialty pharma.
This year’s report evaluated the PSPs of 24 therapies, with a primary focus on rare disease treatments launched over the last four years.
Designed with the needs of small to mid-sized manufacturers in mind — often the driving force behind innovation in niche therapeutic areas — the research leveraged quantitative surveys with patients, caregivers, and HCPs to assess real-world experience and perception.
The resulting benchmarking analysis evaluated a comprehensive range of criteria, from the accessibility and quality of patient and HCP-facing websites to customer experience, ease of use, advocacy efforts, and the integration of emerging technologies. Findings revealed at Asembia were consistent with gaps across the board in:
- Lack of support for non-English speaking populations
- Lack of information on financial support
- Lack of clarity about treatment center roles
The findings reinforce a key message: meeting baseline expectations is no longer enough. To stand out, manufacturers need to move beyond transactional support and invest in programs that genuinely serve the needs of patients, caregivers, and providers.
This means integrating with patient communities, simplifying provider workflows, and leveraging data to close service gaps. The most effective PSPs are more than compliant–they’re strategic, empathetic, and built to deliver impact across the full treatment journey.
Prescription for Success - Intentional Training & Call Simulations
Emily Campbell, Director of Learning and Development at Two Labs, led an insightful session on a topic that’s often overlooked but so essential: intentional training. This session challenged the assumption that compliance checklists and launch readiness meetings aren’t enough to support teams.
Instead, she made the case that truly effective patient programs are built on role-specific training, tailored to the patient journey, and reinforced with call simulations that drive confidence and consistency.
At the center of this approach is the Employee Learning Journey, a scalable framework developed by Two Labs that maps training to each phase of the patient experience—from enrollment to adherence. It includes skill-building in motivational interviewing, guided practice for soft skills, and formal simulations to assess real-world readiness.
The result? More confident teams, consistent service, and better patient outcomes. In one case study, more than 800 simulated calls across six roles led to a 10% increase in call scores after three rounds of targeted feedback.
The takeaway was clear: successful patient experiences don’t happen by chance. They result from structured, data-driven training that empowers every team member to deliver consistent, compliant, and compassionate support.
Beyond Day One - Driving Product Success in an Evolving Market
Our work doesn’t stop once products reach the market, which is why we walked through common pitfalls after launch – EPCIS errors, misaligned product master data, and gaps in DSCSA compliance. While these issues often originate from simple oversights, like inconsistent data between the manufacturer and its partners, they can have major consequences.
For example, a mislabeled product or an EPCIS file transmission failure can prevent downstream trading partners from scanning and verifying products, halting distribution. This can delay prescriptions, disrupt patient access, and force costly back-end remediation without immediate intervention.
Another common risk is poor coordination with third-party logistics (3PL) partners. When inventory levels, order processing, and shipment visibility aren’t tightly managed, manufacturers can face shortages, oversupply, or inconsistent service levels, which impact provider trust and patient experience.
Solving these challenges isn’t just about systems; it’s about alignment. Manufacturers need partners who can interpret the data, anticipate issues before they escalate, and troubleshoot in real time.
To help clients manage these moving parts, Two Labs introduced its Life Cycle Optimization framework — a structured process for assessing trade performance over time.
This approach accounts for changes in market dynamics –– new indications, shifts in patient volume, or competitive launches –– and provides a roadmap to adjust distribution strategies accordingly. It’s not a one-time fix but an ongoing process of refinement.
Supporting that framework is the Two Labs Network Optimization Toolbox, a collection of targeted services that help manufacturers improve how their products flow through the channel. Tools like call audits and vendor CAPA support help identify existing gaps in the field, while customized training and ongoing monitoring ensure partners stay aligned with brand standards.
The goal isn’t just operational efficiency; it’s to protect access, preserve trust, and position the product for long-term success.
Prescription for Change: Amplifying the Patient's Voice in Specialty Therapy Management
Jessica Krauser, SVP of Marketing at Two Labs, joined other industry professionals, who are also navigating the healthcare system as patients themselves, to explore what meaningful patient involvement in specialty pharmacy looks like.
Their panel emphasized the power of involving patients from the drug development phase through the commercialization phase and how real patient involvement means designing treatments with the patients, not for them.
One of the focus areas of their discussion was a case study that explored how a small biotech company with no commercial experience launched a self-administered therapy in a rare disease category by embedding the patient perspective into every step. This approach included early partnership with a specialty pharmacy, close collaboration with patient advocacy foundations for awareness, and patient journey workshops that included all their stakeholders, not just mapping prescription logistics.
The results? FDA approval within 6 weeks.
The group also outlined a roadmap for building a patient program. A few core “musts” include:
- Include patient advocates early and often
- Go beyond compliance in accreditation efforts
- Develop advocacy navigation tools within the manufacturer’s ecosystem
- Define KPIs that reflect patient experience, not just operational success
- Match support services to the real patient lifecycle
While this space continues to evolve and shift from the “support” role to an authentic inclusion that drives more empathetic healthcare, some best practices to keep in mind are:
- Include the patient stories –– both wins and challenges –– in QBRs
- Use surveys to capture real-world feedback
- Provide empathy and compassion training to frontline teams,
- Continue monitoring engagement KPIs, like response times and preferred communication channels
Interested in learning more about one of the sessions we led at Asembia 2025, or how these insights apply to your upcoming launch or patient support strategy? Let’s talk.