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Building a Scalable Patient Support

Building a Scalable Patient Support
CRM for Ipsen

For Ipsen, we have delivered two impactful solutions to enhance patient support. The Patient Nexus CRM streamlined onboarding, caregiver engagement, and program management on Salesforce Health Cloud, while the Document Triaging solution automated enrollment handling and flagged missing information in real time. Together, these solutions reduced delays, improved accuracy, and accelerated patient access to therapy.

Business Background

Ipsen was seeking a Strategic Partner to configure and build the Patient Support Customer Relationship Management Tool, which utilizes the Salesforce Health Cloud platform. This platform provides a Software-As-A-Services (SAAS) Customer Relationship Management (CRM) functionality that enables customer to provide support to Patients who are seeking patient assistance programs, and to educate Patients and Caregivers on the disease state and manage the interactions involved with stakeholders in support of the Patient. The CRM specifically allows customer the ability to onboard and enroll these patients to the programs, create and support care management throughout the program..​

Our Solution

As a part of the PSP Project we enhanced upon JCRMs existing processes and build upon the 82 requirements received. Indegene also delivered the Functional Requirements for the Integration of the Journeys CRM system with Workbench, OneTrust, and The Journeys Enrollment website.

  • Made system capable of SSO (Single Sign-On) authentication through SAML 2.0 and Microsoft Azure for Production environment.​
  • Enabled competent system for data uploads to support the load of data/metadata and ongoing data updates.​
  • Robust and Adaptable paradigm to drive scalability with efficacy.​
  • Deliver efficiencies and drive continuous improvement

Business Outcomes​

  • Enhanced existing business process in accordance with the Ipsen’s set of requirements in a record time of 4 weeks.
  • Created a scalable data model and facilitated the acquisition & onboarding of 3 new programs covering 500+ patients & associated data within 12 weeks.
  • Standardized PSP workflows with templatized modules to manage the program effectively improving program management​​
  • Provided holistic view of Patient engagement and lifecycle in JCRM improving the operational efficiency by 30% ​​