Authenticx
Increase Patient Adherence & Product Device Utilization
April 11, 2026 by Kelly Karrmann
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The Challenge: Understanding Where Patients Were Falling Off
A Life Sciences company sought deeper customer journey insights to improve patient adherence and build loyalty around their product device. Product and brand teams needed a clear picture of where friction was occurring — and a data-driven path to address it.
Authenticx Action: Listening at Scale to Surface What Matters
Authenticx listened to thousands of calls each quarter to uncover patterns in customer retention and device utilization. The analysis identified three primary sources of friction:
40% of inbound contact center calls related to care coordination issues between pharmacy, provider, and supplier.
34% of calls indicate a question or concern directly related to the product.
27% of interactions involves requests for support with the complex patient onboarding process.
Results: Measurable Impact in 90 Days
Armed with these insights, product and brand teams designed targeted action plans to address supply chain gaps and strengthen customer-facing resources.
If your patients are struggling to start therapy, they're already telling you. The question is whether you're listening.
See how Authenticx helps life sciences teams turn patient calls into action →