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CASE STUDY

Specialty Pharma: Patient-Services Hub on ServiceNow CSM

A specialty pharma manufacturer launched patient-services hubs on ServiceNow CSM with HIPAA-compliant outreach. Time to first dose reduced 38%.

May 9, 2026 · 2 min read · By admin
At a glance
38% CHANGE
Industry
Pharmaceutical
Topics
CSM · Servicenow
Published
May 2026
Headline outcome
38% Time to first dose: down…

Measured outcomes

What this programme actually delivered.

38%

Time to first dose: down 38%

41%

Insurance-approval cycle: down 41%

+34

Patient NPS on services: +34 points

21

HIPAA + 21 CFR Part 11 compliance maintained

The challenge

A specialty pharma manufacturer’s patient-services teams coordinated complex therapy starts (insurance approvals, training, medication delivery, ongoing support). Excel + email coordination was breaking down.

What we built

ServiceNow CSM with patient-services workflow patterns. HIPAA-compliant outreach. Insurance-approval tracking integrated with payor portals. Training-delivery coordination. Patient-experience dashboards.

Outcomes

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