The Client
A large, multinational biopharmaceutical company operating a national patient‑support initiative for oncology and specialty therapies. The program provides education, onboarding support, and personalized communications to patients and caregivers through a network of nurse and patient navigators.
The challenge
- Needed consistent, compliant patient communications across multiple therapy programs
- Navigators lacked a single system for personalized letters and printed materials
- Manual processes created errors and delays
- No centralized control over welcome kits, print, and distribution
- Rapid growth, including ~1,500 monthly self‑enrollments, required scalable fulfillment
The solution
- Centralized fulfillment platform (nexTouch®) for ordering kits and generating personalized letters
- Same‑day print + mail for all patient communications
- Integrated kitting and distribution for oncology and specialty programs
- Built‑in quality controls and review steps
The results
- Unified workflows replaced fragmented vendor processes
- Faster turnaround with same‑day production
- Improved accuracy through structured validation
- Scalable infrastructure supporting 1,500+ monthly self‑enrollment kits
- More consistent patient experience across all touchpoints