Case Study: United BioSource Corporation (UBC) achieves faster patient access and streamlined CRM operations with Avanade

Creating A One-Of-A-Kind Customer Service Solution

United BioSource Corporation (UBC), a subsidiary of Express Scripts, provides integrated clinical, safety and commercialization services that support patients, providers, payers and pharma companies. Facing unacceptable delays for patients needing specialty therapies, UBC needed to replace separate reimbursement, nursing, adherence and patient‑assistance applications with a single, scalable platform to streamline access and care across the patient journey.

UBC selected Microsoft Dynamics CRM 2013 and partnered with Accenture and Avanade to build an integrated, configurable platform with “intelligent care pathways” that automate workflows, triggers and task management. The solution improved patient access and continuity of care, created a single version of the truth for stakeholders, standardized ~70% of customer processes, cut new‑program launch time by 50%, reduced IT help tickets by over 80%, and strengthened UBC’s service efficiency and competitive position.

UBC

Brett Huselton

VP of Commercial Strategy & Opportunity Development, UBC