Case study:
Enterprise Pharma Company

Delivering pharma social compliance at scale

As one of the world’s largest, publicly-traded, pharmaceutical companies, our client recognized early on the value and importance of engaging directly with consumers online.

Their compliance teams also understood that to do so responsibly, marketing teams needed a formal policy to launch and manage these engagements, especially on social media.

This formalized approach enabled marketing teams to set up and gain approval for social media programs. They 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.

However, as programming expanded globally, they quickly encountered some new challenges.

Their compliance teams also understood that to do so responsibly, marketing teams needed a formal policy to launch and manage these engagements, especially on social media.

Challenges

The rapid growth of social media engagement programs quickly overwhelmed compliance teams. Despite the benefit of engaging directly with patients, and having a centralized systems in place, they quickly encountered some growing pains:

Regional redundancy

Each region created its own policy, which meant different programs for the same drug, which overwhelmed compliance teams.

Inconsistent moderation

Each region created different social media moderation policies, resulting in a different online consumer experience by region and by drug.

Quality control

Each of these regions outsourced Adverse Event monitoring to different vendors or agencies, which resulted in quality control issues.

Ad-hoc reporting

Each region reported back to compliance teams differently, increasing the risk of missing a potential Adverse Event.

Solution

Crisp partnered with our client’s global social strategy and central pharmacovigilance teams to develop an enterprise-level social media compliance solution to scale across regional and drug pages. Crisp kept its client compliant at scale by implementing the following changes:

Global moderation policy

Developing a set of agreed-to moderation topics and guidelines with clear definitions for all regions to consistently follow at the local level.

Quality assurance checks

Implementing a new quality assurance template, that allows them to randomly sample drug safety issues reported by Crisp and formally Q/A the program.

Regional on-boarding

Creating an “on-boarding template” for regions to capture programming data as well as any marketing and technical information needed.

Formal transitions

Reviewing on-boarding documents from regional owners, which are then passed on to compliance team who log them for reconciliation purposes.

Regional roll out

Working directly with the regional program owners to move monitoring and moderation over to Crisp in line with the transition schedule.

As each program came online, Crisp and the regional teams followed the agreed-to reporting protocols and moderation strategy set forth by the global social strategy and pharmacovigilance teams.

Today, Crisp oversees pharma social compliance for 25 active programs in 11 countries, with more on the way. True to its promise, Crisp has successfully detected all potential Adverse Events on the channels it has been asked to monitor, with zero misses.

25 active social media engagement programs

11 countries supportedacross the globe

0 Adverse Events missed, as promised

The highest standard in pharmacovigilance and drug safety compliance

Crisp guarantees to detect all potential Adverse Events on the channels it is asked to monitor, including owned social, wider web or sponsored advertorial, and tailors this world-class service to each pharma brand’s individual needs. Find out why Crisp is the highest standard in Pharmacovigilance and Drug Safety Compliance.