When their new bladder cancer therapy entered the market, this global pharmaceutical company sought to strengthen patient engagement and drive adoption for the novel treatment.

Despite supporting over 1,000 patients, the brand team had limited visibility into patient treatment status. Between the drug’s unique administration, potential side effects, and coverage complexities, many patients needed additional guidance but couldn’t easily find it.

The brand recognized the urgency of improving patient education; unfortunately, they lacked the infrastructure and specialized staff to do so. Patients lacked adequate support, risking treatment outcomes and brand trust. The brand team needed:

The brand implemented Ostro Navigate, an AI-powered engagement platform that transforms static consumer websites into personalized, compliant experiences. The solution also included Ostro Live Nurse Navigator, providing access to nurses offering patients one-on-one support.

The nurse team individually contacted each patient to confirm progress, answer questions, and identify adoption barriers. Behind the scenes, Ostro’s AI engine analyzed call data to uncover where patients were getting stuck, why drop-off occurred, and what interventions could help prevent it. Ostro also embedded Live Nurse Navigator support directly onto the brand's patient website, providing real-time assistance during business hours and AI-powered assistance with Navigate after hours.

• 23% improvement in brand sentiment: Proactive patient outreach and education helped improve patient understanding, boosting brand sentiment.
• 30% live 1:1 support for 30% of all patients: Using Ostro’s AI engine, the Ostro team provided the brand with a direct line of sight into patient experience. After rapidly analyzing these insights, Ostro developed a practical playbook to reduce treatment drop-off, which included:
  
  • Proactive outreach for first-time patients
  • Materials for patients with different health literacy levels
  • Support for patients navigating open enrollment and Within weeks, the brand gained a full understanding of its patient population for the first time, giving them clear direction on how to best support each patient.
• 75% faster patient support: What would have taken 4+ months to build in-house took only 4 weeks with Ostro’s technology and support team

Building on the success of this initiative, the brand is now working with Ostro to launch a digital patient portal that will enable patients to track milestones and follow-ups, with live support at every step.

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