Medical Information Outsourcing - Case Study 1

This case study illustrates one outsourcing scenario, whereby Professional Information handles all the mature product enquiries for one major multinational pharmaceutical company in the UK.

The problem

The client wanted to utilise the limited headcount available in-house for Medical Information to provide the best possible support for the current promoted product portfolio. This was proving difficult as the large number of older products was taking up a significant proportion of available resource.

The service

Professional Information was given full responsibility for the entire range of mature products (n>50). A full Medical Information service is provided, so that the only enquiries that are referred back to the in-house team are those where the data is only available in-house (eg from manufacturing). The service has subsequently evolved so that, as well as supporting the mature products, enquiries are also handled on the promoted products outside of normal hours and on an ad hoc basis during office hours.

The solution

Outsourcing has released capacity within the in-house team to enable them to fully support the promoted products (which comprise approximately 10% of the product portfolio but are generating over 80% of the company's revenue). This has also enabled the in-house team to develop new skills as they are now able to provide proactive support alongside their colleagues in Marketing. The ad hoc service, which provides cover for the entire product range as and when required, enables the whole of the in-house team to attend departmental meetings and development sessions. It has also become an important element of the client's Business Continuity Plan, ensuring that a consistent and reliable Medical Information service will always be provided for the company's customers.