2016 Winner Profile

Celgene Corporation

Project Description:
Biopharmaceutical company Celgene launched a CRM transformation project that unified all customer and patient engagement into one customer relationship engagement and patient support services platform CelgenePatientSupport.com. The project implemented new IP sniffing technology for personalization; offered an electronic version of the opt-in app to customers; replaced the current paper application with a green solution; reduced the amount of time required for customers to complete the application; improved the quality of the data submitted on the application; and reduced the time it took the patient support team to process the application by automating some of the manual steps. One month after its launch, the platform received a 12.5 percent increase in site visits and a 41 percent increase in traffic. In addition, the time spent on the site increased by more than 4 minutes, and downloads of its mobile app jumped 21 percent.
Business Functions:
Business Goal:
Strategic Impact, Other
Richard Williams, Senior Vice President & Chief Information Officer
Robert Hugin, Chairman & CEO
Summit, N.Y.
Healthcare (e.g. Medical Services, Pharmaceutical, Biotech)
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