Case Study: a top global biotech company improves patient safety and REMS compliance with Pega Customer Service

Improved patient safety and regulatory compliance

The global biotech company faced the challenge of complying with the FDA's REMS mandate, which required a patient-focused system to manage the risks of its high-risk therapies. Its existing systems were not agile enough to synchronize patient diagnostic results with pharmacy medication releases, a necessity for both compliance and patient safety. To address this, the company partnered with Pegasystems and utilized its Customer Service application for digital process automation.

Pegasystems delivered a fully integrated, end-to-end solution that streamlined the registration, prescription, and dispensing processes across multiple channels. This resulted in a 30% increase in efficiencies and reduced annual program costs by $1.5 million. Most importantly, the solution from Pegasystems ensured demonstrable real-time compliance, improved the patient experience by guaranteeing timely access to therapies, and provided the agility to adapt to changing regulatory needs in days instead of months.