Creating dedicated customer service and medical information teams

The Challenge

A diverse global medical company was looking for a dedicated customer service team and nurse medical information programme to support its gene therapy treatments.

The Approach

Drawing on multiple resources across the organisation, we built solutions for both programmes with a range of technology. This included using our Ashfield CRM for the customer service programme, Mavens for medical information, Veeva for producing response letters, and IRMS for managing medical information inquiries, and recording adverse events and product quality complaints.

The Results

Both programmes launched successfully, with the medical information nurse team handling 1,640 calls in the first year.

Discover more about EmerGENE

EmerGENE is the first multidisciplinary, global network of experts from across Ashfield and Sharp all passionately focused on the success of your cell and gene therapy.

Discover more