Patient success at scale: How Capgemini uses ServiceNow to build a pandemic-proof digital platform

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Signant Healthcare is a life sciences company responsible for hosting complex clinical trials for 400,000+ patients in 60 countries was struggling

The client needed to shore up retention rates and expand capacity to manage hundreds of trials at any given time. They needed an agile platform to support patients, safeguard future approvals, and ensure efficient rollouts.

We used ServiceNow Customer Service Management to improve retention with an omni-channel, customer-first approach to  transformation, innovation, and agility. The new model improved rollouts, including COVID-19 trials. In addition, the company was able to:

  • Achieve 95% satisfaction rates
  • Manage 400 concurrent trials
  • Launch trials in four weeks
  • Manage 46,000 patient incidents
  • Host historic COVID-19 trials

Knowledge 21: Patient Success at scale

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