Case Study: Leading Life Sciences Enterprise reduces patient call friction with Authenticx

Uncover the Raw Unsolicited Truth of What Your Patients are Experiencing with Authenticx

Leading Life Sciences Enterprise needed a deeper understanding of what was happening in its patient insights call centers and wanted the raw, unsolicited story behind patient experiences. The company turned to Authenticx for help analyzing call center conversations across five vendors over a nine-month period.

Authenticx identified a random, representative sample of 6,730 calls and uncovered that 10% were tied to the “Eddy Effect,” with common triggers including refill confusion, payment barriers, and coverage approval issues. By revealing these preventable call drivers, Authenticx showed the customer where resources were being wasted and where unresolved issues were contributing to lower satisfaction and potential gaps in treatment.