FRM
Transform Field Reimbursement with Intelligent, Scalable Solutions
Our FRM Portal is a next-generation, Salesforce Experience Cloud-powered solution designed to simplify and streamline the patient support process for pharma and life sciences Companies. With built-in Gen AI, lightweight CRM capabilities, real-time data exchange, and interactive dashboards, the portal empowers FRMs to drive faster therapy initiation, maximize adherence, and increase Rx conversion with precision and compliance.
Whether managing multiple therapy areas or programs, our FRM solution ensures secure communication, automated workflows, and actionable insights—all on a scalable, cloud-native architecture.
Challenges
Complex Onboarding & Fragmented Systems
FRMs struggle with disconnected systems and multiple handoffs across stakeholders.
Eligibility Confusion & Documentation Overload
Patients face challenges uploading medical documents and completing renewals.
Delayed Approvals & Lack of Transparency
Manual tracking, long turnaround times (2–3 weeks), and minimal visibility during stall patient care.
Limited Digital Tools for FRMs
Traditional CRMs lack real-time data sync, task management, and automated case prioritization.
Benefits
Unified FRM Workspace
Single interface to manage cases, tasks, communications, and patient journeys across programs.
Gen AI-Powered Automation
Auto-triage documents, run eBV/PA checks, and generate insights through our AI Assist tools.
Faster Time-to-Therapy
Real-time sync with Specialty Pharmacies, automated reminders, and workflow accelerators improve therapy access timelines by up to 3X.
Improved FRM Productivity
Track performance, territory success, and patient conversions with dedicated dashboards.
Highly Scalable & Configurable
Modular setup supports multiple sponsors, therapeutic areas, and consent models—making it ideal for large enterprises.
How we do it
Modular setup supports multiple sponsors, therapeutic areas, and consent models—making it ideal for large enterprises.
Crawl (2–3 Months)
- Scope discovery with Cardinal stakeholders
- Define MVP and architecture using Salesforce Life Sciences Cloud
- Prioritize integrations and data flows (SP, Copay, Territory)
Walk (2–3 Months)
- Build standalone lightweight CRM for FRMs
- Enable Release 1 features: task management, case tracking, email workflows
- Load offline data (territory, SP, Hub, case updates)
Run (3–4 Months)
- Enable real-time data pipes and 2-way SP/Hub integration
- Add copay data sync, advanced dashboards, and AI chatbot assist
- Launch full portal with role-based controls and analytics
Case Study
Client Overview
A U.S.-based pharmaceutical company launched a specialty oncology biologic and needed to support over 50 Field Reimbursement Managers (FRMs) across five territories with a more intelligent and scalable solution.
Key Challenges
- Manual Workflows: FRMs tracked benefit verifications and PA submissions using spreadsheets, emails, and disconnected tools.
- Therapy Delays: Patients faced 15–18 day wait times due to slow updates from hubs, missing documents, and no real-time visibility.
- Lack of Coordination: Provider follow-ups were repeated, with no centralized system to track outstanding items.
- Limited Insights: Leadership had no way to monitor FRM case loads, performance, or territory-level pull-through.
Our Solution
We implemented a purpose-built FRM Portal using Salesforce Experience Cloud with Gen AI and real-time data integrations.
Solution Highlights
- Gen AI Assist: Automatically processed faxes/emails, identified document gaps, and suggested next best actions.
- Real-Time Data Sync: Integrated with specialty pharmacy and copay systems for accurate, up-to-date patient status.
- FRM CRM Module: Lightweight CRM with case/task management, secure provider communication, and escalation tracking.
- Territory Dashboards: Delivered insights into FRM productivity, Rx conversions, and case aging.
Results
| Metric | Before | After |
|---|---|---|
| Avg. Time to Therapy | 17 days | 6.5 days |
| FRM Case Volume | 10–12/day | 18–20/day |
| Provider Follow-ups per Case | 3+ | Reduced to 1 |
| Manager Visibility | None | Live dashboards with actionable KPIs |
“Schedule a consultation and begin your business transformation today”
