The Back Story
As a global pharmaceutical manufacturer prepared to launch a new rare therapy, the foundational elements for patient access were in place. Logistics partners were established, support teams were trained, and patients moving into the “before therapy” stage were expected to begin treatment smoothly once their prescription was approved.
Operationally, everything suggested patients should be progressing. But in reality, many were still waiting to start a therapy they urgently needed.
The A-Ha Moment
When patients began expressing frustration about delays, the cause wasn’t immediately obvious. Traditional metrics didn’t reveal a clear problem. But Authenticx listening did.
Using 20+ proprietary AI models, Authenticx identified and analyzed patterns tied to patient friction, agent performance, and operational barriers—surfacing themes that would normally go undetected in standard reporting.
KBo, Authenticx’s conversation-based AI assistant, allowed the team to search, query, and explore conversation data at scale. It quickly revealed a strong and consistent pattern of negative sentiment tied to failed medication deliveries, with conversations frequently referencing terms like “FedEx” and “shipping.
What appeared to be a small policy detail was, in reality, a major access barrier.
The Intervention
Once elevated to leadership, the insight prompted an immediate operational review. Authenticx’s analytics demonstrated that a required delivery signature—intended as a safeguard—was instead functioning as a barrier. Drop-offs were failing, patients were missing delivery windows, and specialty pharmacy teams were spending significant time troubleshooting avoidable logistics problems.
Armed with this evidence, the manufacturer made a pivotal change: the signature requirement was removed and replaced with an opt-out option.
This adjustment, simple on its face, directly addressed the friction patients voiced in their conversations.
The transformation was immediate.
The New Normal
The new normal reflects a system that listens and responds. By elevating the authentic voice of patients, the manufacturer removed a roadblock that had been hiding in plain sight—and cleared the way for timely access to life-changing treatment.
As teams adopt the new workflow, the shift is producing lasting benefits:
- Faster initiation onto therapy
- Higher call-resolution efficiency
- Reduced wasted talk time
- Improved adherence potential
- A long-term barrier to patient access eliminated
Uncover Your Friction Points
The truth of the matter is that patients are telling you exactly where friction exists—you just need the right tools to hear it.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
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