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One of the most exciting shifts in biopharma has been the rise of first-time commercial launchers driving digital innovation. Between 2018 and 2023, nearly 29% of new treatments and product launches came from emerging companies—a 3.3x increase from 2006 to 2011, according to McKinsey.
While these companies bring fresh approaches to therapies, they also face operational challenges in a competitive landscape—from clinical development and clinical research through access and ongoing patient engagement.
Designed for industries like retail and telecoms, traditional CRMs fail to meet the unique needs of Field Access, Patient Services, and Marketing teams. Put another way, they fail to deliver on the promises and commercial solutions that today’s biopharma landscape necessitates.
These teams require a purpose-built patient CRM that unifies data, enhances collaboration, and streamlines workflows to drive better patient and program outcomes. The right solution for biopharma commercial organizations empowers users and leaders with the insights they need to deliver more efficient, strategic support and engagement.
Existing CRMs for life sciences focus on healthcare provider (HCP) relationships and conventional sales team pipelines, offering little support for what happens after a prescription is written.
This pain is felt by Field Access and Patient Services teams, which play a critical role in treatment access, affordability, initiation, and adherence for diverse patient populations. Legacy CRMs are not designed for the industry expertise and day-to-day realities facing these teams, which we highlight below.
Field Access and Patient Services teams struggle to track patient progress from prescription to therapy initiation and adherence. Data is often spread across multiple platforms and multiple partners (e.g. HUBs, SPs, copay partners, payers), making a holistic view of the patient journey difficult.
Biopharma solutions that can scale alongside patient populations are far too uncommon today. Most legacy CRMs require expensive, time-consuming custom builds to meet even basic requirements, slowing down commercial operations.
This leaves pharma manufacturers feeling like victims of their own systems, struggling under technical complexity and unable to make basic changes without having to submit costly change orders.
Many pharmaceutical companies are strategically re-evaluating their existing CRM setup—weighing the trade-offs between fragmented solutions and expensive workarounds that weren’t built for the specialty pharmacy or complex access landscape, or a purpose-built platform that is designed for non-linear patient journeys.
Unlike traditional CRMs, Courier Health is specifically designed for biopharma commercial teams to orchestrate the end-to-end patient journey, offering:
Courier Health acts as a single command center, connecting data from multiple sources (e.g., electronic health records, specialty pharmacies, HUB partners) into one unified system. This eliminates data silos to give Field Access, Patient Services, and Marketing teams a shared, real-time view of the patient journey. It also provides a single solution for data collection going forward, automatically capturing interactions with built-in phone, email, text, and fax.
This is in stark contrast to the current state for many biopharma reps who rely on five-plus tools in their day-to-day, including separate systems for fax, email, and phone. Courier Health eliminates that complexity, offering seamless access to patient and provider communications and overall program performance.
Embedded communication tools (email, SMS, phone, fax, eSign) enable biopharma teams to communicate with patients, healthcare providers, and partners without having to switch tools. Dynamic workflows automate tasks based on real-time insights, ensuring the right touchpoints happen at the right moments.
Unlike static legacy processes, Courier Health dynamically flags high-risk patients for manual intervention while automating routine interactions. Courier Health’s automation functions like sophisticated GPS for patient support—adapting in real-time based on patient status, behaviors, and other data points.
Courier Health tracks key performance indicators (KPIs) like team and program performance, as well as field team activity. By identifying possible drop-off points in the patient journey, commercial leaders can refine SOPs and intervention strategies to improve overall outcomes.
With better visibility into what’s happening at each stage of the patient journey, teams can proactively adjust messaging or add an extra patient touchpoint to reduce barriers to therapy initiation. This can happen at any stage of the commercialization process—whether it’s 18 months out from the planned launch or 6 months post-launch—to drive more agile operations.
Courier Health is designed exclusively for biopharma, eliminating the need for expensive, time-consuming CRM customizations. Unlike generic platforms that require extensive developer resources, Courier Health is configurable to fit unique Patient Services, Field Reimbursement, and Marketing needs.
Every feature is built to accelerate time-to-value and lower the total cost of ownership. This focus on biopharma commercialization activities (for example, how an FRM supports getting patients onto treatment with a REMS program) is why 100% of Courier Health clients renew or expand within their first year.
A purpose-built CRM directly enhances the efficiency and effectiveness of key biopharma teams. Here’s how.
Field Access and Reimbursement teams are crucial in ensuring patients can start and stay on therapy. Courier Health’s CRM equips them with the right tools to navigate complex provider and payer interactions, allowing users to:
By reducing manual burdens and improving coordination, Field Access teams can drive quicker access to therapy for patients.
Patient Services teams guide patients through onboarding and ongoing therapy support. A fully integrated CRM eliminates inefficiencies and allows them to focus on delivering high-quality care by:
Patient Services teams can intervene at the right moments, ensuring higher adherence rates and better patient experiences.
Biopharma Marketing teams must deliver tailored messaging and engagement strategies across multiple other stakeholders. Courier Health provides the visibility to visualize, automate, measure, and optimize these efforts in real-time.
This includes:
A patient-focused CRM ensures Marketing teams can create strategic, data-driven engagement programs that yield results—from initial awareness and activation through access and adherence.
Courier Health consolidates key insights into a single platform, enabling commercial analytics teams to drive better outcomes.
This helps to:
With real-time insights, analytics teams can refine engagement strategies, improve patient experiences, and maximize program success.
Traditional CRMs weren’t built for biopharma. Courier Health’s patient-focused CRM delivers the visibility, automation, and insights commercial teams need to upgrade the biopharma patient experience.
It’s time to explore a solution built for your needs. Contact Courier Health today to see how our platform can transform your commercial operations.
True patient-centricity. Everyone says it, but few deliver. Upgrade your patient experience with Courier Health.
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