Global pharma improves customer experience at 50% lesser costs with revamped SRLs across 5+ therapeutic areas

Customer

A pharmaceutical company headquartered in Boston, Massachusetts, and a subsidiary of a European multinational pharmaceutical and biotechnology company. The company specializes in orphan drugs to treat rare diseases.

Challenges

A global pharma company specializing in orphan drugs to treat rare diseases company was grappling with inconsistent content in Standard Response Letters (SRLs) due to multiple vendors supporting the Medical Information function

The approach and style for writing SRLs were not defined, was affecting customer experience, and had a significant impact on costs and timelines

Indegene Solution

Indegene centralized the Medical Information operations and streamlined the processes by

Developing a content guide for creation/update of SRLs encompassing best practices on literature search and selection, hierarchy of evidence, framing responses, use of standard statements etc.

Developing a style guide and user-friendly SRL template that allowed navigation across various sections

Converting all existing letters into the new template

Collaborating with regional Medical Information departments to socialize the standard templates and for localization, translations, and co-creations.

Providing end-to-end content support: de novo/ update of global SRLs, including literature search, content creation, graphic support, copyediting, data fact check, and annotation and upload in Veeva

Outcomes

The outcomes were impressive: 99.9% scientific accuracy, approximately 50% cost reduction, and 100% compliance with timelines. By revamping SRLs across 5+ therapeutic areas, the company not only improved customer experience but also achieved significant cost savings and ensured adherence to timelines, enhancing operational efficiency and competitiveness in the market.

99.9%

Scientific & referencing accuracy

~50%

Cost reduction

100%

Timeline compliance