RxS Case Study:
Saving Green By Going Green
In partnership with RxS, a global pharmaceutical organization was able to eliminate 97% of mailing costs and 7,000 pounds of paper waste from their Direct-to-Practitioner (DTP) sampling program by leveraging RxS’ electronic and self-service DTP sampling options. The new process not only reduced costs and environmental footprint, but also measurably improved the prescriber’s experience and sample eligibility.
A global pharmaceutical organization processed tens of thousands of paper-based DTP sampling forms [Business Request Cards (BRCs) and Acknowledgement of Content (AOCs)] monthly. The forms were processed through a traditional US Mail/hard fax process. The client struggled with delays in data entry during times of peak volume causing Healthcare Professionals (HCPs) to be placed on a suspension list even though they had fulfilled their documentation obligations. These delays also caused unnecessary follow-up AOCs to be generated and mailed.
- Form delays resulted in important customers being suspended from the sampling program
- Even though the form was in house, or in the carrier stream, HCPs received follow-up communication, placing strain on the relationship between the HCP and the Brand.
- Corporate Integrity Agreement (CIA) and Independent Review Organization (IRO) inquiries were inconsistent, delayed, or missed.
The RxS team worked with the Brand to establish pre-project run rates and program attributes, reviewing the program footprint, and documenting the current process. The team noted that all sample shipments included a paper packing slip, AOC, and prepaid return envelope generating 2,000 reams of paper waste.
- 99% of AOCs forms were returned via mail
- The Brand spent more than $15,000 USPS business reply mail costs per month.
- 600,000+ paper AOCs and return envelopes were generated by the program.
Once the current state was defined the project team established goals for the project:
- Ensure the solution complied with all regulatory requirements
- Provide a platform for consistent and on-time compliance reporting
- Reduce document processing time to improve prescriber experience and sample eligibility
- Reduce the number of forms entering the waste stream
- Reduce mail costs
After outlining the proposed technology-based, paperless process, RxS focused on mapping the data points of the existing paper processes into the RxS’ LinkedRx solution architecture. A key focus was to outline and align the form life-cycle and business rules into the appropriate module in the RxS solution. The configuration of all documents as system templates allowed internal system logic to segment, queue, and process paperless forms with minimal human intervention. RxS automation would accommodate inbound faxing in a paperless process.
By the testing phase, it was clear that this approach significantly reduced processing time, resulting in greater efficiency and providing a rich data set for control metric and analysis. Focusing on the benefits of HCP self-service, electronic APCs (eAOCs) were provided by the HCP portal, regardless of the inbound channel.
- Legacy processes relied heavily on inbound paper
Within 90 days of program implementation, the paperless AOC process had already surpassed paper-based inbounds. The client was able to provide IRO and CIA inquires with supporting data within hours instead of days, and with confidence. The client was able to monitor and respond to program improvements due to comprehensive reporting.
What they saw:
- An 85% decrease in paper forms
- A 97% decrease in business reply mail costs from $15,000 per month to $400 per month – resulting in an annual savings of $175,000 per year
- A 45% Reduction in HCP follow up communications
Within 6 months, RxS successfully migrated the client to a paperless process. Postage costs and paper volumes have decreased drastically. Direct success attributes include BRCs and AOC processing timeframes to have drastically decreased. Indirect success attributes include campaign management configurations to be handled via configurations and simple launches instead of project-based development for each campaign. Delays and development costs drastically decreased.