Gaining Market Share by Revamping Outdated Support Offerings
The Challenge
Evolved customer expectations and competitor market entrance demanded optimization of the outdated support offerings for an established respiratory brand
Transaction-Based Support Services Model put undue burden of therapy initiation and drug access coordination on HCPs
Our Solution
Nuvera’s Diagnostic Framework allowed analysis of 10 segments of Program Excellence to reveal, prioritize & plan implementation of top opportunities for improvement
A total of 60+ opportunities for improvement were identified and consolidated into 18 opportunity areas
The Results
A shift from transaction-based to experience-focused Support Model coupled with expanded and evolved support offerings, for both HCP and patient, resulted in re-establised market share and an excellence award for the brand
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