Business Challenge – Eliminate Barriers to Treatment
Delays in gaining access to therapy are unacceptable for patients. This is especially true for those in need of treatment for overcoming cancer, organ failure, or infectious disease. United BioSource Corporation (UBC) is one of the leading providers of pharmaceutical services. They understand the importance of keeping any delays to a minimum while providing access to critical life-saving therapies for patients. This fast-paced company needed to maintain an updated customer service system.
The scalability and flexibility of UBC’s tech platform had a direct impact on its ability to work across many areas to help improve and extend lives. This included areas with physicians, companies, pharmacies, or patients. Previously, UBC used distinct platforms for various purposes. The company decided to implement a fully integrated platform in 2013.
Using this new platform made it possible to integrate a wide range of applications into one system. This allowed UBC to better meet the needs of patients. It also allowed them to improve efficiency in managing all of its different drug programs.
Software Solution – Microsoft Dynamics CRM 2013
After reviewing a variety of CRM solution providers, UBC chose to implement Microsoft Dynamics CRM 2013. One of the critical features in finding a software solution was scalability and robust functionality for creating a unique customer service solution. UBC worked with Avanade and Accenture in designing the platform to ensure it best meets the unique needs of their company.
The main goal at UBC was to continue to eliminate barriers to treatment for patients while also increasing quality and the consistency of care. Avanade worked with the company in streamlining the vast majority of workflows related to nursing, reimbursement, patient assistance processes, and adherence. The team at Avanade played a key role in customizing the platform for other processes to ensure everything met the requirements of the various drug programs. The final results provided the best balance. This enabed UBC to gain more agility in addressing any program-specific needs to improve the implementation process further.
Using this software solution makes it possible to guide employees at UBC with automatic triggers related to critical activities. This may include task management tools and clearly defined workflows throughout each part of the patient journey. These activities include facilitating coverage and assessing patient eligibility, managing reimbursements, enrolling patients into support programs, taking care of alternative funding, and working with pharmacies in developing life-saving therapies.
The Results of Their Customer Service
Working with Accenture and Avanade made it possible for UBC to serve each one of its customers better and help its company grow. Using this new CRM solution provided four key benefits:
Patient Health Improvements
The customer-facing platform makes it possible for UBC to continue finding ways to improve access and quality. It also helps to offer continuity of care for all of their patients who need complex specialty drug therapies. With the robust functionality of Dynamics CRM, UBC is able to provide the best services available for each patient. Using this platform plays an essential role in giving access to all kinds of therapy while also reducing barriers to access and providing the best medical care.
Due to its centralized platform, the new CRM solution gives additional insights into the services at UBC. Now patients and doctors can gain more accurate information through customizable and timely communications. Pharmacists greatly benefit from using this system because of UBC’s ability to eliminate obstacles to achieving access to the proper drug treatment.
UBC can easily demonstrate how often a drug is being used throughout the market. This is possible whether from the pharmacy, payer, provider, or patient perspective. These additional insights make it possible for pharmaceutical companies to develop the next generation of life-saving drugs and therapies.
Improve Efficiency of Service Delivery
Reducing manual processes and the implementation of guided activity pathways help UBC improve the quality of care across their services. Case management is the area that benefits the most. This is because case correspondence is now automated to improve the accuracy of data sent in real-time to healthcare providers.
The amount of time needed to hand off cases between service lines is reduced due to the single view of reimbursement and nursing services. Test claim results are also automated and improved. This saves everyone much time and eliminates any test claim mistakes. Because of the user-friendly system, training is more economical. This helps streamline and improve operating efficiencies.
Better Operational Efficiency
Workplace productivity is much higher due to the redesign and standardizing of almost 70 percent of the customer processes at UBC. The amount of time it takes to launch a new drug program has decreased by 50 percent by eliminating many manual steps. With the new platform, agents generate more than 80 percent fewer IT help desk tickets. Using the single enterprise platform has significantly decreased the level of support needed to maintain the system.
These different benefits have made it possible for UBC to become much more successful in the pharmaceutical support service industry with the help of Accenture, Avanade, and Microsoft Dynamics CRM. UBC is now looking at new opportunities to attract even more customers and help to improve many more lives.