Case Study: Transforming Patient Support Through Managed BPO

Industry: Pharmaceutical

Engagement Start: January 2025

Services Provided: Fully Managed BPO: Call Center Operations, Talent Strategy, Workforce Management

Overview

In response to surging patient demand for Zepbound, a pharmaceutical company focused on improving medication access found itself at a crossroads. Their incumbent support provider was unable to scale, resulting in long wait times, dropped chats, and mounting pressure on internal teams.

To evaluate whether a better partner could deliver higher-quality support at scale, the client engaged Emerge Growth with a pilot team of 15 Patient Care Representatives (PCRs). The goal was simple: assess if Emerge could offer a more comprehensive and responsive BPO solution than their existing vendor.

What began as a test quickly evolved into a long-term strategic partnership.

The Challenge

Zepbound’s rapid market uptake caused a spike in patient inquiries, calls, emails, and live chats, all requiring accurate, empathetic, and timely support. The client’s existing provider struggled to handle the volume and lacked the infrastructure to pivot quickly.

Internally, the client's team faced increasing pressure. Managing staffing, onboarding, scheduling, and quality assurance in-house was no longer sustainable and began to impact both the patient experience and overall operational efficiency.

Key challenges included:

• Inability to scale quickly and consistently across support channels

• Limited visibility into real-time performance and service levels

• Internal strain from managing hybrid support operations

• Inefficient staffing models unable to flex with shifting demand

The Solution

Emerge Growth provided the client with a fully managed, scalable BPO solution designed specifically for high-demand pharmaceutical support environments. Within four weeks, Emerge deployed a dedicated support team trained to meet the client's compliance standards and patient service expectations.

Core elements of the solution:

• Rapid Launch: 15 PCRs trained and live in under 30 days

• Omnichannel Support: Seamless service across phone, email, and chat

• Dedicated Oversight: End-to-end management, from scheduling to performance reviews

• Real-Time Visibility: Dashboards delivering actionable insights across all channels

• Scalable Staffing Model: Regional headcount adjustments based on monthly demand forecasting

• Predictable Pricing: One flat monthly fee with flexible scope and support levels

All representatives received 100% training coverage, ensuring clinical accuracy, empathy in communication, and strict compliance with healthcare regulations.

The Results

By January 2025, the client designated Emerge as its exclusive BPO partner for all patient support services. The initial pilot team of 15 representatives grew into a remote team of 100+ Patient Care Representatives, all managed and developed by Emerge.

What Emerge now provides:

• Full ownership of temporary, contract, and direct hire staffing

• Leadership sourcing, including team leads and QA managers

• Customized training programs to uphold pharmaceutical service standards

• Scalable staffing models designed to mitigate attrition and seasonal fluctuations

• Centralized performance tracking for full transparency and control

The client no longer faces the daily burden of managing support operations. Instead, they rely on Emerge for strategic workforce planning, operational agility, and consistent delivery of high-quality patient care.

Key Outcomes

Conclusion

Emerge Growth’s partnership with the pharmaceutical client demonstrates the critical importance of choosing a BPO partner who can scale rapidly, deliver quality consistently, and adapt to the unique demands of the pharmaceutical industry. By leveraging our fully managed support solution, the client has improved patient satisfaction, reduced internal burden, and positioned itself for sustainable growth.

Looking to strengthen your patient support infrastructure? Let’s connect.