A top 15 pharmaceutical company sought to launch new specialty products while consolidating existing patient assistance programs to enhance efficiency and patient access. Covance, as a strategic partner, implemented a customized hub solution that increased customer satisfaction through tailored support services and innovative technology, ultimately providing a competitive edge in the market. Following its launch, the program outperformed competitors in independent market research, reflecting its successful design and execution.

1. CASE STUDY:
TOP 15 PHARMA GAINS AN EDGE
IN A HIGHLY COMPETITIVE
SPECIALTY MARKET
BACKGROUND
Top 15 pharma company with seven existing specialty products was preparing to launch additional
specialty products over the next several years into new therapeutic areas
Specialty products typically have access and reimbursement challenges where customer support
programs are crucial to ensure access and facilitate adherence
Client’s goal was to establish a customized hub program offering for the new product launches while
also consolidating existing programs to streamline operations and gain efficiency
CLIENT REQUIREMENTS
Due to the complex nature of patient access and reimbursement process for specialty products, the client required a
customized hub program to support multiple products, across several therapeutic areas. The unique intricacies of the
initiative required a trusted strategic partner who could help advise, inform and support an innovative patient-centric
program. In addition to possessing the right expertise and processes, the vendor needed to have a flexible technology
platform that could be tailored to support the multiple brand requirements and deliver a seamless experience to various
stakeholders including patients, healthcare professionals (HCPs) and specialty pharmacies.
THE SOLUTION
The solution needed to support multiple active support programs, consolidate existing patient assistance programs
(PAPs), facilitate the smooth transition of patient care from previous hub providers and accelerate the planning for new
product launches. The design had to balance the efficiency gains of consolidating into a single hub while simultaneously
maintaining the customization needed to support the unique needs of the patient population and therapeutic area.
Transition seven existing products previously supported by three different hub partners
Consolidate Patient Assistance Programs
Prepare for four new planned product launches over the course of 24 months
Consolidated hub would support 30,000 patients per quarter across 20 products
A Case Study in Reimbursement Hub Consolidation
and New Product Launches
Delivering a Patient-Centric Access Hub with Unparalleled
Expertise, Streamlined Processes and an Innovative
Technology Platform
Dermatology Osteoporosis Immunology Rheumatology Pain ManagementDiabetesOncology

2. A PATIENT-CENTRIC APPROACH THAT RESULTED IN HIGHER
CUSTOMER SATISFACTION
Covance successfully implemented a tailored product-specific hub solution to support key
stakeholders involved in securing access to our client’s products. For example, we designed
a clinical education program for a self-administered product that provided injection training
and disease-state education to compliantly increase adherence rates. By recognizing
the importance of giving patients the right help at the right time, we were able to build
meaningful relationships that were based on the person rather than the disease.
Another element of the solution was a regionalized case management program that provided
HCPs with dedicated contacts for reimbursement support of Part B drugs. This high level of
service resulted in very positive feedback and increased utilization of call center services due
to the value HCPs received from the program.
PAP administration and product
dispensing through our
non-commercial
specialty pharmacy
Single-point-of-contact model
for case management
Field reimbursement support
Clinical support through call
center and field nurses
Call center for
reimbursement support
To support the various components of the hub program, Covance partnered with the client
on an innovative technology solution consisting of:
A proprietary database within SalesForce.com to track and manage all aspects of the
patient support programs
Telephony and workforce management systems
An analytics data warehouse
Covance’s flexibility, ability to execute and proven delivery model led to high satisfaction for our
strategic partner.
RANGE OF SERVICES

3. 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.
The Americas +1.888.COVANCE (+1.888.268.2623) +1.609.452.4440
Europe/Africa +00.800.2682.2682 +44.1423.500888
Asia Pacific +800.6568.3000 +65.6.5686588
© Copyright 2019 Covance Inc. CSCMA015-1219
CUSTOMER
SATISFACTION
SCORES
Benefits
investigations: 4.75/5
Ongoing support
services: 4.8/5
Injection training: 4.8/5
CLIENT BENEFITS
Our client successfully delivered programs and service
offerings, including an ongoing support model for
patients. Covance supported them every step of the
way, which ultimately gave them a competitive edge in a
very crowded market. Six months after being launched,
the program was ranked higher than any other product on
the market, according to independent market research.
As part of our commitment to delivering outstanding
customer service and a desire to continuously improve
our operations, Covance conducted a patient and client
satisfaction survey and received extremely high marks.
“My Covance team has been a great partner in bouncing ideas off of and
helping to come up with solutions instead of just issues. They are also
not afraid to ask for clarity when they don’t understand a process or
new request. This collaboration is always welcomed and continues to
strengthen our partnership!” – Top 15 Pharma Client
30+ years
of hub experience
50+
manufacturers
1,000+
products
25+
therapeutic areas
WHY COVANCE?
The client was looking for a partner that had 1) the size and scope to accommodate their current and
growing programs, 2) a mindset focused on high quality and with an ability to execute, 3) cultural
alignment in terms of philosophies around people, process and technologies, 4) the ability to create a
patient-centric hub while leveraging process and automation efficiencies and 5) the willingness to adapt and
think outside-the-box to build the new system and work within it. Covance not only offered a unique and
innovative approach but also possessed end-to-end patient support capabilities and expertise, including:
More than three decades of experience operating patient support programs
The ability to act as a strategic partner and provide advice, best practices and unique insight
Optimized and streamlined process designed with exceptional customer service as the focus
A flexible and innovative technology platform that drives efficiencies
Data mining, analytics and reporting aimed at providing actionable information
www.covance.com/marketaccess