The program was a success, so they expanded to offer it throughout the US. However, because they did not scale up their call center, they were able to answer only 30 percent of their 1,000 daily calls. HCPs began writing prescriptions for another drug out of frustration.
The Specialty Pharmacy turned to Serva Health to rapidly scale up a call center to handle the volume. Within three days, Serva Health was handling 60 percent of the calls. Within two weeks, the live answer rate was over 90 percent. In the same two weeks, Serva Health integrated Retain3D™ with their specialty pharmacy system to provide expanded services to their patients.