Case Study: Multinational Pharmaceutical Company achieves secure, HIPAA-compliant multi-continent HCP chat rollout with WhosOn

Multinational Pharmaceutical Company - Customer Case Study

A multinational pharmaceutical company (Fortune 500 and FTSE 100) needed a quick, convenient and fully secure chat channel for healthcare professionals across North America, Europe and Asia to communicate with medical information staff while meeting strict regulatory and privacy requirements and integrating into its private technology stack.

We delivered a worldwide, HIPAA‑compliant, on‑premises chat channel embedded in the customer’s access‑restricted HCP portal via a phased rollout (starting USA, Canada, UK, Japan), localized UI, IDM/Active Directory/analytics integrations, custom design and a direct‑link API. The deployment kept chats on internal servers for secure handling of sensitive data, sped real‑time connections between HCPs, improved first‑contact resolution through detailed routing and created a pipeline of additional chat ROI opportunities, including planned chatbot projects.