Case Study
Ultragenyx's High Impact Customers
Challenge
Ultragenyx knew how important their High Impact Customers (HIC) were and wanted to know how to serve them best.
In an industry like specialty pharma, HICs can make up the entire customers base, so knowing the most effective way to communicate could be the difference in their success.
Approach
PeopleMetrics designed a survey sent to new patients following the initiation of therapy, measuring their awareness and perceptions of the onboarding process.
Outcome
Through the survey, Ultragenyx was able to understand a 360-degree view of the patient journey, discovering any unmet patient needs and bridging these gaps.
They also uncovered the areas that were most important to their HICs, which helped monitor satisfaction at each step and show areas that could be improved.
Ultragenyx used these findings to also improve their hiring process, focusing on the needs of their HICs to find the best possible candidate for the jobs.
All of these findings helped make the onboarding and treatment process more efficient, leading to an increase in customer satisfaction.