Case Study: Johnson & Johnson streamlines patient document workflows with SPAR Solutions and Zpaper

Johnson & Johnson standardizes fax handling across 6 to 8 immunology programs with SPAR Solutions

Johnson & Johnson's immunology division faced a challenge where patient service coordinators were manually processing high volumes of inbound faxed patient documents, a slow and error-prone task that varied across drug programs. They also lacked a system for sending and tracking outbound faxes. To address this, they partnered with vendor SPAR Solutions to implement the Zpaper document automation solution within their Salesforce environment.

SPAR Solutions implemented Zpaper to centralize fax workflows directly in Salesforce. This provided a shared queue for previewing, tagging, and routing inbound faxes and enabled direct outbound faxing with bulk send capabilities and delivery tracking. The solution standardized processes across multiple drug programs, significantly reducing manual effort, improving accuracy, and increasing the speed and traceability of communications for Johnson & Johnson.

Johnson & Johnson