Following a successful sponsor/CRO partnership in which Covance supported a large sponsor's reimbursement call center, a solid partnership had formed, founded on trust and a shared culture. The sponsor expanded this partnership with Covance with the desire to seamlessly transition another reimbursement support program from their current vendor. With the additional successful execution of this project, the sponsor selected Covance as their partner to consolidate all existing hub programs, build a tailored customer relationship management (CRM) tool and develop programs focused on the sponsor's specific needs and enhanced new therapeutic areas and markets.

1. Case Study
Key Takeaways
▶ Consolidated multiple hub programs to
a single vendor utilizing a centralized
CRM tool
▶ Developed a trusted working
relationship to carry out the client’s
innovative vision for a new hub model
▶ Received customer praise for
delivering a high-quality system that
focused on their patients’ needs
Supporting hub programs with
the patient’s needs in mind
Following a successful partnership in which Covance
supported a large pharma’s reimbursement call center,
a solid partnership had formed, founded on trust and
a shared culture. The client expanded this partnership
with the desire to seamlessly transition another
reimbursement support program away from their
current vendor. With the successful execution of this
project, the client selected Covance as their partner to:
▶ Consolidate all existing hub programs
▶ Build a tailored customer relationship management (CRM) tool
▶ Develop programs focused on the client’s specific needs and enhanced
therapeutic areas and markets
This case study describes how the client and Covance partnered to consolidate multiple patient
support programs, develop new processes, and implement a centralized CRM tool while meeting
critical milestones for this patient-centric effort.
Seamlessly delivering a robust management system
Working closely with the client, Covance successfully consolidated all of the client’s existing hub
programs (run by other vendors) while adding support for two products in new therapeutic areas.
These extensive changes were seamless to current patients and providers who were essentially
unaware of the transition.
In addition, a comprehensive patient connectivity platform was created in the new CRM to
supplement the phone and fax system that is owned and managed by the client. The team developed
a plan to understand the data sources and systems, define the requirements for integration and
build and launch the patient-centric programs.
Carrying out the client’s vision
The client’s vision of their service delivery model included unique patient touch points, designed to
allow for ideal interaction with patients and to support adherence to therapies. The team at Covance
listened to these ideas to understand the requirements before returning with a detailed plan on how
to best carry out the vision in the desired timeline.
PUTTING THE PATIENT FIRST:
LAUNCHING A COMPREHENSIVE
PATIENT-CENTRIC PROGRAM

2. Covance is the drug, medical device and diagnostics business segment of LabCorp, a leading global
life sciences company. COVANCE is a registered trademark and the marketing name for Covance
Inc. and its subsidiaries around the world.
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To better support this effort, Covance assigned specific management-level contacts to a product or
program, and then matched them up with an appropriate counterpart within the client organization.
Covance employees also invested a significant amount of time on-site at the sponsor’s headquarters to
ensure open communications, strengthen relationships and become colleagues with the client’s team.
With a focus on process and quality, the teams worked together to ensure service delivery in a
compliant, but user-friendly way. Once the CRM was launched, the team also worked closely together
to ensure that a support infrastructure was established before transitioning ownership to the client.
Recognizing the benefits of a patient-centric program
With the system in place, Covance helped the pharma company launch a novel, patient-centric
approach to delivering hub services in support of their new products. As a result of their commitment
to developing a best-in-class program that focuses on customers’ needs, the team observed
measurable customer satisfaction benefits from the client’s patients. In quarterly feedback from
surveyed patients, the program received high customer satisfaction feedback scores ranging from
4.7 – 4.8 out of 5.
4.7 – 4.8/5
Customer Satisfaction
Learn more at www.covance.com/marketaccess