Challenge
A pharmaceutical manufacturer faced a payer-policy change in three months. Without a new approach to copay support, thousands of patients could lose access to treatment, putting an estimated 20 percent of a major product’s revenue at risk.
Response
Five PMO Partners consultants coordinated more than 10 workstreams and 11 vendors. The program connected a new copay debit-card model, CRM platform, telephony system, patient outreach, and legal and compliance reviews. More than 250 call-center agents received training.
Outcome
Over 75 percent of patients transitioned by launch; all 70,000 converted within three months. Customer quality scores remained high. The manufacturer preserved nearly $1 billion in annual revenue and reduced program costs through vendor integration and operational improvements.
An edited client story. Outcomes and figures describe the reported engagement, rather than a promise of results for another organization.