Clinical Trials play an essential role in the development of life-saving medication. However, the recruitment of volunteer patients is a complex and challenging task. Read how our digital-first solution helped a private-equity-owned clinical trial organization in recruiting 14,500 volunteers for accelerating the process for a COVID vaccine - with a 43% lower cost of acquisition.

1. Case Study
Clinical trials organization recruits
14,500 patients in 4 months

2. A private-equity-owned clinical trials organization was in need to
develop a more efficient, engaging and effective way to manage
recruitment.
About client

3. Clinical trials are an essential step towards saving and improving
lives. Volunteer-patients are critical to their success, but recruitment
is complex and challenging.
Lots of questions are asked, and the onboarding process takes time.
They needed to accelerate the process for a COVID-19 vaccine.
The challenge Accelerating recruitment to help save lives

4. We provided an end-to-end solution for recruiting and screening
patients for clinical trials. We recruited associates for empathy
and provided training to help them build relationships with
patient-volunteers.
The technology solution included email and SMS in addition to
voice call support.
The solution A digital first approach that inspires,
engages and accelerates results

5. In the 18 months prior to the vaccine brief, Firstsource had
proactively cleansed and strengthened the client’s patient-
volunteer database. It doubled in size, providing a robust
foundation for recruitment.
A key initiative was to interview high-quality candidates who had
dropped out of previous trials. The team identified pain points so
the client could adapt their approach (for example, adjust clinic
opening times) to support success.
Key initiatives

6. Firstsource developed new approaches to generate interest and
accelerate onboarding. Real time analytics provided valuable
insight into what was working, so the team could learn, adapt and
improve.
The optimum communications mix were identified to engage
patient-volunteers when, where and how suited them best.
Sensitive telephone screening supported by a blend of digital
communications proved to be a winning formula.
Our Approach

7. Committed to delivering an outstanding patient-volunteer
experience, the 40-FTE strong team at Firstsource underwent
rigorous training and put advanced quality mentoring in place.
When the vaccine brief went live, the client and Firstsource
adopted a ‘one team’ approach, uniting to deliver a fast, effective
and sensitive recruitment drive.
Committing to Excellence

8. “You have been such a delight to speak with. I haven’t done
anything like this before [but] you made this so easy for me to be
a part of. I am looking forward to doing it.”
Patient-volunteer, UK
“

9. To accelerate results, Firstsource took the initiative on the typically
nurse-led second stage of screening, reducing the onboarding
process by a further three days, speeding up the total time to book
appointments by 80 percent.
The results Exceeding targets, on time

10. Omnichannel communications, personalized messaging and
empathetic associates worked in concert to deliver impressive results.
Same-day SMS messages increased mobile answer rates by 24
percent, while a factsheet mailer to screened volunteers reduced the
booking process by more than three days.
The results Outstanding engagement

11. 14,500patients recruited
in just four months
Business impact

12. 43% reduction in
cost per acquisition
Business impact

13. 40% reduction in
appointment cancellations
Business impact

14. 97%calls deliver
‘outstanding’ patient satisfaction
Business impact

15. 3-day saving on
call-to-clinic-appointment timeframe
Business impact

16. “The Firstsource team has delivered phenomenal results for us
– providing exceptional patient experiences alongside record
volumes of appointment bookings and huge efficiency-
savings.”
Senior Manager, Contact Center Campaigns
Exceeding expectations

17. Let’s work together to solve it.
To speak to our experts, visit
https://www.firstsource.com/contact/
What’s your challenge?

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www.firstsource.com
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