Modernizing Patient Services for a Pharma Hub Organization in the U.S.
End-to-end modernization of patient services workflows for a top US pharma hub.
The problem
A US pharma hub was running on a patchwork of vendor tools and custom builds — with reviewer load growing, SLA compliance slipping, and no clear path to scale.
How we engineered it
- 1Replatformed core patient-services workflows onto Salesforce Patient Connect
- 2Embedded document AI and copilots in the highest-volume agent workflows
- 3Standardized the SLA dashboards, denials triage, and program-health views
- 4Migrated each therapy program with parallel-run validation
What shipped
Measured outcomes from the program — not promises.
What we built it on
Access the complete case study — including detailed timelines, architecture decisions, and measurable outcomes.
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