A biopharma client wanted to assess their existing patient support program after seeing increased competitive pressure and a decline in market share. The current program involved outsourcing with an external partner for case management, reimbursement, payer-facing activities, co-pay/affordability services, and non-commercial pharmacy; as well as engaging a limited number of specialty pharmacies for commercial dispensing.
The client was experiencing a lack of insight into key program metrics, data trends and market activities from their external partner, which was impacting the program’s success. Adding to the urgency of the situation, the client also had plans to scale and knew they would need advanced data intel to successfully do so.
The client was also still dealing with the program’s transition to remote operations in the wake of the COVID-19 pandemic. Restrictions in the prior year contributed to performance issues, delays, and other challenges.