Case Study: a Pharmacy Benefits Management Organization saves millions with AgileThought

PBM Saves Millions of Dollars Annually via Specialty Pharmacy Process Improvements & Shipping Optimization

AgileThought worked with a pharmacy benefits management organization to assess its specialty pharmacy processes and identify opportunities to reduce costs without disrupting patients or operations. The customer wanted a clearer path to digital transformation and needed help understanding where business process improvement and system changes could lower costs, especially across customer service, order processing, fulfillment, and shipping.

AgileThought optimized shipping methods, updated patient profiles, and enhanced the ERP system so orders could default to a lower-cost next-day air saver option when appropriate, while preserving patient service standards. The vendor also streamlined ordering workflows to reduce hold times and improve service. The result was millions of dollars saved annually, about 50% automation in multiple functions, a 10% reduction in call and handle time, and zero impact to operations or patient services, all delivered in about three months.