Case Studies
Delivering an omni-channel patient support program at global scale
Our client, a global biopharmaceutical company, had a significant opportunity. Their revolutionary oral Multiple Sclerosis (MS) drug was ready to launch. It would be their first new drug launch in 10 years. At the same time, use of their long-standing injectable MS medication had begun to wane.
To capitalize on the launch, the firm had decided to build a global patient support program (PSP) that would help patients of both products and support the diverse requirements of local markets around the world.
While there were numerous PSPs available in local markets, they were of varying quality and capability. At the same time, local markets lacked the resources and expertise to build truly differentiated programs.
The company realized it needed a global solution that would achieve economies of scale and function across markets with different regulatory and legal frameworks. However, it had never launched a Global PSP before and lacked a common, harmonized set of global processes for designing and approving a program like this.
Finally, the program would need to be rolled out across numerous markets.
To address the company’s unique challenges, The Stem was hired to set up and lead a cross-functional Global PMO. We:
- Managed the strategy, design, development and certification of the first Global PSP program in this organization, which delivered a patient experience that fused traditional and digital channels for dissemination of critical product, safety, lifestyle and adherence information.
- Developed central design and approval processes for a Global PSP including Global IT and MLR processes and a global GDPR privacy policy and third-party data sharing agreement that markets can localize to fit their needs.
- Rolled the solution out across over 35 markets globally
In order to effectively deliver the global solution, The Stem
- Designed the structure of the PMO
- Defined core team structure consisting of Medical, Commercial, IT, Drug Safety and Legal/Privacy
- Established clear roles and responsibilities for each stakeholder
- Designed a streamlined process to secure necessary approvals, including the creation of a new patient support program approval board
- Identified the need for a 3rd-party patient app supplier and negotiated exclusive rights to the MS category
- Defined proposed scope and responsibilities for vendors
- Managed integrated execution across all team members to build the solution, including defining requirements, developing an integrated schedule, risk management, vendor integration, status reporting and executive communication
- Defined an efficient, repeatable process for localization and roll-out
In order to localize the solution and roll it out to local markets, The Stem:
- Worked with local senior leadership to define the market localization team
- Defined local team lead roles and responsibilities
- Built partnerships with localization leads to ease the localization and roll-out process
- Coordinated activity with individual medical teams
- Developed and managed localization and roll-out timelines
- Worked with local leaders to define KPIs for successful launch
- Acted as primary point of contact for local markets to streamline communication and free up global leadership time
The Stem's efforts resulted in the company’s first-ever globally run omni-channel PSP program that is flexible enough to work across the cultural, capability and regulatory requirements of markets across three continents.
It led to the creation of reusable global PSP design and approval processes that are now being used in other Therapeutic categories within the company. The PSP has been successfully rolled out to over 35 markets.
Multichannel Analytics Strategist

Former head of e-Business at Schering and Bayer.
25 years’ experience. Germany.
Digital Program Manager

Former delivery lead for multiple digital and technology agencies.
20 years’ experience. United States.

Localization and roll-out specialist.
15 years of experience. United Kingdom.
The Stem consultants are experts in the evolving patient support services landscape. Stem experts can help clients research the patient journey, plan patient care pathways, craft content and channel strategies, harness online patient influencers, manage program execution across vendors, and measure impact.
To learn more about The Stem’s perspective and experience with Patient Engagement & Support, please see the case studies below:
- Delivering an omni-channel patient support program at global scale
- Imagining a next-generation patient support program
- Redefining the patient journey through an integrated online service hub
The following blog posts further represent The Stem's perspective on this topic of interest:
To learn more about The Stem's services related to this case study, please follow these links: