Achieving 100% detection of all potential adverse events

Challenge

As one of the world’s largest publicly-traded pharmaceutical companies, our client recognized the value of engaging directly with consumers online as well as the need to do so responsibly. Social media programs were governed by a central reporting policy and were supported by an internal online portal for reporting of adverse events and other product safety issues. Despite these formal policies for adverse event reporting, compliance teams were quickly overwhelmed by growth issues complicated by regional redundancy, inconsistent moderation, quality control issues and sub-par reporting.

Solution

Crisp partnered with the client’s global social strategy and central pharmacovigilance teams to develop an enterprise-level social media compliance solution that could scale across owned regional and drug social pages. Compliance was ensured by the implementation of clear and consistent policies for global moderation, regional on-boarding, roll out and transition, along with a new quality assurance template. As each program came online, Crisp and the pharma company’s regional teams followed the agreed-to reporting protocols and moderation strategy set forth by the global social strategy and pharmacovigilance teams. Today, Crisp oversees the client’s pharma social compliance for 25 active programs in 11 countries, with more on the way. As guaranteed, Crisp has successfully detected all potential adverse events on the channels it has been asked to monitor, with zero misses.

“Compliance teams were overwhelmed by growth issues complicated by regional redundancy, inconsistent moderation, quality control issues and sub-par reporting.”

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