Case Study: Johnson & Johnson Innovative Medicine streamlines patient support with Think Company

Johnson & Johnson Innovative Medicine boosts support agent efficiency with Think Company, with 88% finding what they need on one screen

Think Company partnered with Johnson & Johnson Innovative Medicine to address a critical challenge faced by its customer support agents. These agents, who help patients access high-cost, lifesaving treatments, were struggling with a fragmented Salesforce system that required navigating multiple complicated screens to find essential patient information, causing significant delays.

The solution designed by Think Company was a redesigned console within Salesforce Health Cloud that consolidated information onto a single, intuitive screen. This new system was a clear success; in testing, 88% of agents found what they needed without leaving their page and 81% rated the new design as easy to navigate. The measurable impact was profound, with one agent noting the redesign could save three to five minutes per document search, drastically improving efficiency for the support team.

Johnson & Johnson Innovative Medicine