Case Study: Top Pharmaceutical Company achieves better patient care, regulatory compliance, and lower costs with Liveops

Helping a Top Pharmaceutical Company Offer Better Care, Balance Compliance, and Lower Costs

A leading global pharmaceutical company faced rising costs and uneven access to clinically certified (RN) patient-service agents: highly trained clinicians were concentrated geographically, expensive, and often underutilized, yet compliance and empathetic care requirements meant many calls still needed clinical oversight. The company needed a way to preserve high-quality, regulation‑compliant patient support without paying for idle clinical staff.

Partnering with Liveops and its VirtualFlex platform, the client deployed geo‑diverse, work‑from‑home agents trained through custom certification and continuous education to triage calls and escalate to RNs only when required, while adopting consumption‑based pricing that pays only for active agent time. The result: sustained patient satisfaction scores of 96%+, nearly doubled agent utilization, lower CX costs, and consistent regulatory compliance across the U.S.