A Claritas Rx case study spotlights the impact of an omnichannel CRM on improving field reimbursement manager (FRM) efficiency for a mid-sized pharmaceutical company. The company faced common industry challenges: inefficient case management workflows across multiple brands, fragmented provider communications, and a lack of unified visibility into patient access support.
Overcoming Case Management Barriers
FRMs were unable to effectively prioritize cases or track key account interactions due to disparate systems. The absence of a single platform made it difficult to monitor pending authorizations and manage outreach, while leadership struggled to gain insight into productivity and engagement across brand portfolios.
Strategic CRM Implementation
By deploying an omnichannel CRM for ten FRMs across oncology and neurology brands, the company transformed its workflow:
- Enabled high-priority case tracking, leveraging automated follow-ups and detailed logging to significantly enhance case visibility and speed.
- Achieved an impressive 95% outreach rate to healthcare provider accounts facing authorizations pending over 20 days — all within just five business days.
- Provided leadership with robust activity management reporting, helping track team performance and real-time progress.
Results and Impact
The new CRM system streamlined case management, allowing FRMs to respond more efficiently, strengthen partner relationships, and boost coordination. Leadership benefited from clearer productivity metrics and improved oversight, leading to more efficient patient support and improved outcomes.
This case underscores the value of purpose-built CRM solutions in the specialty pharmaceutical sector, especially those requiring nimble, high-touch engagement between partners involved in patient support.
Source: Claritas Rx, data on file, 2023. Based on a mid-sized pharmaceutical company’s oncology and neurology brands.