“CenterFirst understands our business and gives us clear insights that help us achieve our objectives.” — Cheryl Duwve, Vice President | Roche Customer Care

Genentech—a member of the Roche family—engaged CenterFirst to help evaluate brand contact center programs across all therapeutic areas and determine where greater efficiency could be achieved in patient adherence and compliance programs. Additionally, Genentech wanted to enhance its contact center capabilities in order to prepare the organization to support its future portfolio.

CenterFirst worked with the marketing teams to gain an understanding of each brand’s program objectives. We then assessed contact center operations and recommended new approaches for creating, implementing, and monitoring patient adherence programs.

The outcome of the partnership was that brand teams were able to refocus more than $500,000 (more than 10% of the portfolio budget) in savings toward improved program effectiveness.

In addition, outsourced partners who did not meet company standards were updated while other partners increased efficiency and regulatory compliance. A new portfolio-wide patient adherence governance was also established to support new and existing programs.