Case Study: Medical Info System Deployment for a Global Call Center

Industry: Medical Information Project Scope: Configuration, implementation, and workflow process definition of a multi-client medical information management database application.

Background

The client, a global leader in medical information services, supports over 50 pharmaceutical companies across various therapeutic areas. They handle critical calls from healthcare providers (HCPs) and patients, addressing inquiries, complaints, and adverse event reports.

To enhance compliance and operational efficiency, they required a robust medical information management system to streamline data collection, triage, and reporting processes.

Objectives

Driftpin’s primary goals were to operationalize the new system, ensure a smooth transition for end-users, and enhance the organization’s operational efficiency. To achieve this, Driftpin provided:

  • Project Management – Directed the project lifecycle and ensured key milestones were met.
  • System Implementation – Configured and deployed the database, tailored to client workflows.
  • Integration and Migration – Integrated the new system with existing platforms and migrated legacy data seamlessly.
  • Validation – Ensured regulatory and quality standards through a robust validation process.
  • Training – Conducted training sessions to prepare staff for system adoption.
  • Risk Management – Identified and addressed risks proactively to avoid disruptions.
  • Performance Monitoring – Tracked KPIs post-launch to ensure success and refine workflows.

Scope of Work

Planning

  • Created a detailed project plan, defined milestones, and assigned responsibilities using a RACI matrix.
  • Identified key personnel and assigned workstreams.
  • Conducted kickoff meetings to align expectations and establish communication protocols.

Execution

  • Configured the medical information system to meet client-specific workflows and ensure scalability for future growth.
  • Integrated the system with existing CRM and telephony platforms and migrated legacy data with minimal disruption.
  • Conducted thorough validation to ensure regulatory compliance, with all validation activities documented for traceability.
  • Collaborated with the technology vendor to establish a sustainable Software Development Lifecycle (SDLC) for managing future updates.

Support

  • Delivered training materials and conducted in-person and remote training sessions for all users.
  • Provided ongoing support to address post-implementation questions and deliver training on new system features.
  • Monitored production post-implementation, adjusted workflows based on feedback, and realigned processes as needed.
  • Established key performance indicators (KPIs) and tracked system performance and user adoption via dashboards and reports.

Communications and Reporting

  • Maintained clear communication with all stakeholders through emails, meetings, and dashboards.
  • Created executive management reports highlighting progress, risks, and mitigation strategies.
  • Presented regular updates to senior leadership, ensuring expectations were aligned.

Risk Management

  • Identified potential risks early and developed mitigation strategies.
  • Monitored risks throughout the project and adjusted plans proactively.
  • Established a risk management program extending to other operational areas, fostering a holistic approach.

System Roll-out

  • Coordinated the phased roll-out of the system to ensure a smooth transition and address user concerns promptly.
  • Provided on-site support during go-live phases to resolve issues in real time.

Challenges

Complex Integration

Integrating the new system with existing CRM and telephony platforms required careful coordination to ensure compatibility and minimal downtime.

Data Migration

Migrating large volumes of sensitive data from legacy systems posed a significant challenge, as it had to be completed without disrupting ongoing operations.

User Adoption

Ensuring all users were comfortable with the new system and workflows required comprehensive training and ongoing support to address questions and concerns.

Solutions and Outcomes

Effective Project Management

  • Developed a detailed project plan with clearly defined milestones and responsibilities.
  • Conducted regular progress reviews, enabling proactive adjustments to keep the project on track.

Seamless System Implementation

  • Configured and deployed the medical information management system, tailored to the client’s unique workflows.
  • Achieved seamless integration with existing systems, ensuring uninterrupted operations during the transition.

Comprehensive Training and Support

  • Delivered targeted training sessions to prepare users for the new system and workflows.
  • Provided ongoing post-implementation support to resolve issues quickly and ensure smooth adoption.

Positive Impact

  • Enhanced Operational Efficiency – Achieved a 25% increase in system efficiency, improving response times for medical inquiries, product complaints, and adverse event reports.
  • Ensured Compliance – Successfully validated the system, meeting GxP regulatory standards and establishing a sustainable validation process for future updates.
  • Improved User Experience – Increased staff satisfaction while improving quality through tailored training and a user-friendly system configuration.

Conclusion

Driftpin’s expertise in project management, validation, data migration, regulatory compliance, and system integration ensured the successful implementation of a robust medical information management system.

This initiative not only improved operational efficiency and compliance for the client, it empowered the call center to provide high-quality, reliable services to its global client base.