Case Studies

Dual Ownership Creates Better Relationships
With Prescribers

The solution:

• Using an aggressive, 9-week timeline that spanned the holiday season, PSSG recruited, hired, trained, and deployed a highly-qualified customer service team.
• PSSG developed a customized target profile to ensure alignment with the client's goals and critical success factors.
• PSSG attracted top customer service talent from the healthcare, technology, high-end specialty retail, telecommunications, and travel industries.
• Utilizing a remote platform, PSSG conducted a comprehensive one-week, in-person training program including product overviews, program and regulatory compliance, adverse events and product information escalation processes, samples, and other non-messaging activity reporting.

One drug maintained its #2 ranking, with 37% of total prescriptions in the market among all brands and generics, despite losing its patent and rapid generic erosion to a leading competitor.

The second drug realized a statistically significant market share gain among targeted primary care and specialty prescribers in the face of an overall reduction of sales rep calls post-launch.

The third drug maintained its growth trend in a heavily promoted central nervous system drug market.

The benefits of the dual ownership model were confirmed by market research surveys with targeted physicians and the client's clinical sales representatives.

Physicians gave more time to the client's clinical sales representatives when compared with using customer service representatives only and with other existing multi-rep pod models. Prescribers also significantly preferred the hybrid model, with their top two responses indicating “better relationships” and “added value to my practice.”

The client's clinical sales team experienced enhanced accountability and territory ownership when compared with their previous pod “quad” model. In addition, the sales representatives were more satisfied with their jobs, and regarded their roles as having been elevated due to the addition of customer service representatives.

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