Case Study: GlaxoSmithKline captures voice of customer and consent in 8 minutes with Lightico

GSK Captures Voice of Customer and Consent in 8 Minutes Using Lightico

GlaxoSmithKline (GSK), one of the world’s largest pharmaceutical companies, needed a faster way to gather patient Voice of Customer testimonials and capture consent forms while protecting patient privacy. Their existing process involved too much back-and-forth with patients, creating delays, added cost, and the risk of losing valuable testimonials. GSK turned to Lightico’s Digital Completion platform to streamline form filling and signature collection for both agents and patients.

With Lightico, GSK agents could collect consent signatures during the call using eForm and eSignature capabilities, reducing the risk of abandonment after the call. The result was an average turnaround time of just 8 minutes for consent form completion, along with significantly higher completion rates. Lightico helped GSK improve productivity, increase the number of testimonials shared across the organization, and strengthen the program’s overall business impact.

GlaxoSmithKline

Vincent Atalese

Manager of Operations