2017 Winner Profile

Eli Lilly and Company

Project Description:
To better serve its customers, Eli Lilly and Company launched a customer support program platform that enables patient engagement across multiple brands and geographies. The Patient CRM platform integrated with a new mobile application framework allows Lilly to extend its patient support offerings virtually to patients. The company's patient support specialists can engage with patients through the application, recommending resources and content specific to an individual patient's needs. The patient can use the application to track progress and search for useful resources. It also allows the patient to connect to a dedicated support specialist. These resources provide support and encouragement along the patient's journey helping the individual to achieve improved health outcomes. Since the launch of the customer support program platform, Lilly has increased patient enrollment for benefits investigation and injection training by 16 percent and increased enrollment in ongoing support by 27 percent over 12 months. By increasing its understanding of what patients expect, Lilly can evolve its patient support programs to continue to 'make life better' for patients.
Business Functions:
Customer Service or Support, Marketing
Business Goal:
Customer Experience
Aarti Shah, Sr Vice President-IT-CIO
David Ricks, President and CEO
Indianapolis, IN
Healthcare (e.g. Medical Services, Pharmaceutical, Biotech)
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