Case Study: Ultragenyx improves patient onboarding and customer satisfaction with PeopleMetrics

UltraGenyx improves patient onboarding and satisfaction with PeopleMetrics

Ultragenyx, a specialty pharmaceutical company, wanted to better understand and serve their High Impact Customers (HICs), who constitute their entire customer base. Their challenge was to determine the most effective way to communicate with these vital customers to ensure their success. They partnered with the vendor PeopleMetrics to address this need.

PeopleMetrics designed and implemented a survey for new patients to measure awareness and perceptions of the onboarding process. This approach provided Ultragenyx with a 360-degree view of the patient journey, allowing them to identify and bridge gaps in unmet needs. The results led to a more efficient onboarding and treatment process, an increase in customer satisfaction, and even informed improvements to their hiring process.

UltraGenyx