Challenge

• Lack of secure, compliant communication with patients
• Resource availability uncertain
• Varying levels of online accessibility

When this global biopharmaceutical company created a new patient services division, it became clear they needed a more secure, compliant, and convenient way to communicate with patients online. The solution had to be scalable and flexible to accommodate other business units, and work regardless of user location, network connectivity, and digital platform.

Strategy & Solution

• Defining scope of features
• Eliciting requirements
• Managing client expectations

Ciberspring spearheaded three deep-dive discovery sessions to gain a thorough understanding of the business needs and expectations. We began by collaborating with client stakeholders to a develop business requirements document, functional requirements document, data flow diagrams, and supporting documentation.

Once we achieved alignment among relevant stakeholders across the enterprise, we assessed the current state of their existing CRM from a technical perspective. We examined and documented current configurations, customizations, reporting, and existing business processes and workflows.

Working with the client’s global IT, legal, and compliance teams, we identified a scalable and compliant solution, then provided a roadmap for implementation. The roadmap showed them what was possible, setting expectations for the client and provided actionable steps to help improve the patient/provider experience.

Results

• Robust business requirements document
• Clear roadmap for the client to follow
• Company-wide alignment

The discovery process aligned the organization’s stakeholders and legal teams, creating a clear understanding of the projects technical and business requirements. Ciberspring delivered a complete vision for enhanced communication among patients and providers, revealing opportunities that the client hadn’t even considered. Built around a challenge gleaned from the many discovery sessions, the roadmap included a detailed business requirements document with a full picture of where the company would be when the project was implemented.