"CenterFirst started working with us when we needed help with improving our contact center operations. They stayed with us to help develop a new global approach for contact centers across all of Shire. CenterFirst consistently brought the right level of expertise in both strategy and operations that helped us advance in this increasingly critical area of our business."— Bob Harrell, Director of Integrated Marketing – Shire
A top 10 global pharmaceutical company engaged CenterFirst to help evaluate its brand contact center programs across all therapeutic areas to determine where greater effectiveness and efficiency could be achieved in patient adherence and compliance programs, and to prepare the brand organization with capabilities to support the future portfolio. CenterFirst worked with the relationship marketing team to gain an understanding of each brand’s program objectives, assessed contact center operations, and recommended new approaches for creating, implementing, and monitoring patient adherence programs.
The outcome of the partnership was that brand teams were able to refocus more than $500,000 (more than 10% of the portfolio budget) in operational efficiencies toward improved program effectiveness. Outsourced partners who did not meet company standards were updated while other partners increased efficiency and regulatory compliance. A new portfolio-wide patient adherence governance was also established to support new and existing programs.