Healthcare Success Stories

Oncology Therapy Risk Minimization Communication

Challenge:

A leading pharmaceutical company needed to promptly disseminate a Health Canada-mandated risk communication for an important oncology therapy to relevant specialists and supporting healthcare professionals.

Solution:

PTM implemented a Triple Play omnichannel campaign (Email on Day 1, Fax on Day 2 including email hard bounces, and Mail on Day 3 for remaining recipients).

The program included:

• Precise targeting of oncologists (lung/thoracic), thoracic surgeons, hospital oncology pharmacists, and specialized nurses.
• Professional, compliant content delivery across all channels.
• Full database matching, verification, and detailed distribution tracking (by HCP type and dissemination mode).
• Comprehensive project management and audit-ready reporting.

Key Results:

• Reached an estimated 960 HCPs nationally through coordinated Triple Play execution.
• Achieved high deliverability and coverage, including hard-to-reach recipients.
• Provided complete traceability and documentation meeting Health Canada requirements.
• Delivered fast turnaround from planning to full dissemination.

Outcome:

The campaign successfully fulfilled regulatory obligations while maintaining strong compliance standards and audience reach. PTM’s Triple Play approach ensured no gaps in communication, reinforcing the client’s commitment to patient safety and regulatory adherence.

Product Recall Support for Home Patients

Challenge:

A National medical device company required urgent outreach to identify patients with an affected product and provide clear return instructions while maintaining high service standards.

Solution:

PTM activated StatLine™ to support both inbound and outbound recall communications. A dedicated team of healthcare-trained professionals, including registered nurses, pharmacists, and multilingual support specialists, provided patients with clear return instructions, addressed product-related concerns, documented all interactions, and maintained complete audit-ready records throughout the recall process.

Key Results:

• Success Rate: 76% (143 patients successfully informed and guided).
• First Call Resolution: 45%.
• Service Level: 100% – average ring time of 6.4 seconds.
• Repeat Call Rate: 55% (efficiently managed).
• Call Transfer & Abandonment Rate: 0%.

Outcome:

The StatLine™ team executed the recall support swiftly and professionally, ensuring patients received timely guidance while protecting the client’s brand reputation. The program delivered the speed, accuracy, and traceability required in regulated recall situations.

Long-Term Patient Support Program for Hypertension Therapy

Challenge:

A Top 10 pharmaceutical company sought a robust, patient-centric support program to improve adherence for patients on a key hypertension therapy, while also supporting healthcare providers in managing post-acute myocardial infarction care. The program needed to deliver measurable clinical and engagement outcomes across Canada.

Solution:

PTM designed and managed a comprehensive multichannel Patient Support Program including:

• Free Blood Pressure Monitors & Welcome Kits shipped via serialized registration cards.
• Multilingual Call Centre Support (StatLine™) with registered nurses available in 10 languages (8AM – 8PM), focusing on lifestyle coaching (diet, stress, exercise, smoking cessation).
• Digital Engagement – automated emails with lifestyle tips, medication reminders, recipes, and SMS notifications, plus a dedicated resource website.
• MD/Patient Registration Portal (MedVerify™) for secure online enrollment and validation.
• Adverse Event Monitoring and proactive support for common concerns.
• Program Effectiveness Surveys (MR Insights™) with patients and physicians.

Key Results:

• Reach: Supported over 60,000 patients across Canada over 7 years.
• Patient Engagement: 85% read rate for lifestyle emails (98% found them useful); 63% used website resources; 60% of patients utilized RN consultations.
• HCP Engagement: 77% of physicians cited the free monitors as the main reason for referrals; 61% referred more than 50% of their eligible patients to the program.
• Clinical Impact: RN consultations emphasized healthier diets (30%), stress reduction (14%), and physical activity (11%).
• Global Recognition: The program earned international awards for innovation and effectiveness in patient support.

Outcome:

This award-winning initiative demonstrated exceptional patient adherence, strong HCP participation, and measurable improvements in patient self-management. It stands as a benchmark for scalable, patient-centric support programs that deliver both clinical value and high engagement.

Medical Device Placement Verification for Home Patients

Challenge:

A National medical device company needed to verify proper placement of a remote panel arm for patients using their device at home to ensure safety and compliance.

Solution:

PTM deployed StatLine™ using healthcare-trained professionals to conduct patient outreach and placement verification activities. The team provided guidance, answered questions, documented outcomes, and ensured each interaction met the client’s quality and compliance requirements.

Key Results:

• Success Rate: 74% (48 patients confirmed correct device placement).
• First Call Resolution: 35%.
• Service Level: 100% – calls answered in an average of 8.6 seconds.
• Repeat Call Rate: 65% (managed efficiently with follow-ups).
• Call Transfer & Abandonment Rate: 0%.

Outcome:

The campaign successfully confirmed device placement for the majority of patients while maintaining exceptional service quality. StatLine™ provided the client with reliable, patient-friendly support that reinforced safety and trust in their device.

Neurology Medication & Support Program Launch Outreach

Challenge:

A Specialty biotech company needed to rapidly introduce a new neurology medication and its associated patient support program to relevant healthcare professionals.

Solution:

PTM utilized TeleInteract™ and StatLine™ to conduct targeted outreach to neurologists, pharmacists, nurses, and other healthcare professionals. Healthcare-trained outreach specialists delivered consistent launch messaging, introduced the patient support program, responded to questions, and facilitated follow-up engagement during the critical launch period.

Key Results:

• Success Rate: 75% (674 HCPs successfully informed).
• Connection Rate: 98%.
• First Call Resolution: 54%.
• Repeat Call Rate: 46% (thorough follow-up completed).
• Call Transfer Rate: 0%

Outcome:

The campaign effectively raised awareness of the new medication and support program, generating significant interest and follow-up inquiries. StatLine™ enabled precise, high-quality outreach that strengthened HCP engagement during a critical launch period.

Women’s Health Sampling Program for Oral Contraceptive (Short-Dated Stock)

Challenge:

A National pharmaceutical company required an efficient sampling solution to distribute short-dated stock of an oral contraceptive to relevant prescribers in women’s health, primary care, and adolescent medicine.

Solution:

PTM delivered a focused Sample Express™ program featuring:

• Targeted national audience (excluding BC) of gynecologists, GPs/FMs, and related specialties.
• Multi-channel ordering options (online portal, fax, email) with branded materials.
• Fulfillment of sample packs (3 samples per shipment) with supporting literature.
• Full program management, inventory control, and monthly performance reporting.

Key Results

• Reached nearly 30,000 HCPs across target specialties.
• Supported distribution of approximately 7,500 sample units.
• Enabled 2 shipments per MD during the program duration.
• Efficiently cleared short-dated inventory through controlled fulfillment.

Outcome:

The campaign successfully managed expiring stock while maintaining strong HCP engagement and brand visibility in the women’s health category. It demonstrated Sample Express™ as a flexible and reliable partner for inventory optimization and targeted sampling initiatives.

National Sampling Program for Topical Anesthetic Patch (Short-Dated Stock)

Challenge:

A National pharmaceutical company needed to quickly and efficiently deplete short-dated inventory of a topical anesthetic patch while maintaining strong engagement with key prescribers in pediatrics, adolescent medicine, and primary care.

Solution:

PTM executed a targeted Sample Express™ program, including:

• Precise audience targeting of pediatricians, GPs/FMs, and related specialties.
• Multi-channel solicitation via the branded Sample Express Online portal, fax, and email.
• Fulfillment of sample kits (3 boxes per shipment + patient detail aids) from PTM’s Health Canada-licensed facility.
• Comprehensive inventory management, daily response processing, and customized reporting.

Key Results

• Reached a national audience of over 36,000 HCPs.
• Supported high-volume distribution with 1 shipment per MD per month.
• Achieved efficient depletion of short-dated stock through controlled, compliant fulfillment.
• Provided real-time visibility via online reports and demographic analytics.

Outcome:

The program enabled rapid clearance of expiring inventory while ensuring continued brand exposure and access for healthcare professionals. It highlighted Sample Express™ as an effective solution for time-sensitive stock management and HCP engagement.

Midwife Sampling Program for Infant Probiotic Drops

Challenge:

A Global consumer health organization wanted to increase awareness and trial of infant probiotic drops among midwives while efficiently managing and depleting expiring product stock.

Solution:

PTM designed and managed a dedicated Sample Express™ program focused on midwives nationwide. Key elements included:

• Targeted outreach using PTM’s comprehensive HCP database.
• Multi-channel solicitation (fax, email, and branded online ordering portal).
• Fulfillment of pre-assembled kits containing samples, spoons, and educational literature.
• Full program management, inventory tracking, and monthly performance reporting with demographic insights.
• Bilingual StatLine™ support for any direct inquiries.

Key Results: 

• Reached over 1,750 midwives nationally.
• Supported distribution of approximately 1,500 sample kits.
• Provided one shipment per HCP per month until product depletion.
• Delivered consistent brand exposure and educational resources with every order.

Outcome:

The program successfully drove trial among a key influencer audience in infant care while helping the client clear expiring inventory in a compliant and efficient manner. It highlighted the value of Sample Express™ for reaching specialized healthcare professionals with consumer health products.

Targeted Sampling Program for Pediatric Skincare Product

Challenge:

A Global consumer health organization needed an efficient way to distribute samples of a new pediatric dermatology product to relevant specialists while managing expiring inventory and maximizing reach within a defined timeframe.

Solution:

PTM implemented a full-service Sample Express™ program targeting pediatricians and dermatologists nationally. The initiative included:

• Precise audience targeting using PTM’s verified HCP database.
• Multi-channel solicitation via fax, email, and a branded online ordering portal (Sample Express Online).
• Convenient fulfillment of pre-defined sample kits (including literature) from PTM’s Health Canada-licensed facility.
• Comprehensive inventory management, daily response processing, and customized monthly analytics reporting.
• StatLine™ call centre support for direct inquiries.

Key Results

• Reached thousands of target HCPs with high engagement through multiple ordering channels.
• Distributed approximately 4,000 sample units (with flexible monthly shipment limits per HCP).
• Provided real-time visibility via daily online reports and detailed demographic analytics.
• Successfully helped deplete expiring stock in a controlled, compliant manner.

Outcome:

The program enabled efficient product trial among key pediatric and dermatology audiences while supporting inventory optimization goals. It demonstrated the flexibility and reliability of Sample Express™ for time-sensitive sampling initiatives in the consumer health space.

National Sampling Program for New Antihistamine Therapy

Challenge:

A Specialty pharmaceutical company launching a new antihistamine therapy needed an efficient, scalable way to provide product samples to target physicians while maximizing brand exposure and controlling costs. The program required broad national reach with focused support in Montreal, including both general practitioners and specialists.

Solution:

PTM implemented a full-service Sample Express™ program, featuring:

• Targeted outreach to GPs/FMs and specialists (dermatology, allergy/immunology, etc.) via fax, email, and a branded online ordering portal (Sample Express Online).
• Flexible ordering options allowing multiple shipments per HCP during the program duration.
• Professional fulfillment of samples, detail aids, letters, and clinical documents from PTM’s Health Canada-licensed facility.
• Comprehensive inventory management, daily response entry, and customized online/monthly reporting with demographic analytics.
• StatLine™ call centre support for direct response handling.

Key Results

• Reached over 9,000 physicians nationally plus a targeted Montreal City audience.
• Supported high-volume sample distribution (30–75 boxes per HCP depending on audience segment).
• Delivered consistent brand exposure through every sample order and accompanying materials.
• Provided real-time visibility through daily and monthly analytics reports.

Outcome: 

The program successfully accelerated product trial and adoption by giving physicians easy, convenient access to samples. It demonstrated excellent operational efficiency and strong HCP engagement, reinforcing Sample Express™ as a powerful tool for new therapy launches. The client benefited from PTM’s end-to-end management, cost-effective fulfillment, and detailed performance insights.

Multi-Insertion PharmaDirect™ Bundle for Continuing Education Promotion

Challenge:

A National pharmaceutical company required consistent, high-volume exposure to pharmacists nationwide to support multiple brands and initiatives throughout the year.

Solution:

PTM implemented an extensive 12-month PharmaDirect™ Bundle (Package D) with 18 news insertions. The program featured:

• Biweekly distribution to a national audience of over 41,000 pharmacists via email and fax.
• Strategic news insert placements in both English and French editions.
• Professional content optimized for high visibility and response.
• Comprehensive reporting on opens, clicks, and overall engagement.

Key Results

• Reached over 41,000 pharmacists per issue across diverse practice settings.
• Supported 18 high-impact insertions throughout the contract year.
• Generated strong engagement through targeted, relevant content.
• Provided reliable performance data to optimize future campaigns.

Outcome:

The large-scale bundle delivered sustained pharmacy reach and engagement at scale. It proved to be a highly effective and efficient channel for the client’s ongoing marketing objectives, reinforcing PharmaDirect™ as a trusted partner for national HCP outreach.

Multi-Insertion PharmaDirect™ Bundle for Continuing Education Promotion

Challenge:

A National pharmaceutical company sought an efficient, ongoing channel to promote continuing education programs and build awareness among pharmacists across Canada without relying solely on direct sales efforts.

Solution:

PTM executed a 12-month PharmaDirect™ Bundle Package B campaign featuring 6 strategic news insertions. The program included:

• Biweekly distribution via email and fax to a national audience of over 40,000 licensed pharmacists.
• High-visibility placements in both English and French editions.
• Promotion of CE opportunities and relevant clinical information.
• Detailed performance reporting including open rates, clicks, and web traffic to educational resources.

Key Results

• Reached over 40,000 pharmacists per issue through combined email and fax channels.
• Achieved strong engagement metrics with consistently high click-through rates on CE-related content.
• Delivered reliable, measurable visibility across retail, hospital, and specialty pharmacy settings.
• Supported ongoing HCP education while maintaining cost efficiency.

Outcome:

The campaign proved highly effective for driving pharmacist engagement with continuing education programs. The client benefited from sustained brand presence and strong response rates, making PharmaDirect™ a key component of their pharmacy marketing strategy for the full contract year.

Diabetes Brand Awareness & Engagement Campaign Using Rapid Triggered Emails

Challenge:

A leading pharmaceutical company sought a more intelligent way to engage healthcare professionals and sustain momentum following initial campaign exposure for a diabetes therapy. Traditional email campaigns provided reach, but the brand wanted to improve engagement by delivering more relevant content based on individual HCP interests and behaviors.

The objective was to increase awareness, deepen engagement, and drive meaningful follow-up actions such as sample requests and prescription-related inquiries.

Solution:

PTM deployed a multi-wave Rapid Triggered Email (RTE) campaign leveraging behavior-based automation and personalized content delivery.The program dynamically adapted communications based on each HCP’s interactions with previous emails. Recipients received tailored follow-up messaging aligned with their demonstrated interests, helping create a more relevant and engaging experience.

Content streams included:

• Sample program information
• Product dosing resources
• Safety and efficacy information
• Clinical support materials
• Educational content relevant to diabetes management

By automatically responding to opens, clicks, and engagement patterns, the campaign nurtured HCP interest over multiple touchpoints while maintaining message relevance.

Key Results: 

• Multi-wave personalized engagement campaign delivered nationally.
• Open rates ranging from 30.95% to 53.53% across campaign waves.
• Click-through rates between 10% and 15%.
• Behavior-based content sequencing improved engagement throughout the campaign lifecycle.
• Re-engagement efforts generated a 40% increase in HCP actions, including sample requests and prescription inquiries.

Outcome:

The campaign demonstrated the value of personalized, behavior-driven HCP engagement. Rather than delivering the same message to every recipient, RTE™ adapted content based on individual interactions, helping move healthcare professionals further along the engagement journey. The combination of high open rates, strong click performance, and increased HCP actions validated the effectiveness of automated follow-up strategies and demonstrated how Rapid Triggered Emails can improve campaign performance beyond traditional one-time deployments.

By delivering the right content at the right time, PTM helped the client strengthen awareness, increase engagement, and drive measurable healthcare professional actions that supported brand objectives.

Pharmacy Demand Generation Through PharmaDirect™

Challenge:

A Leading pharmaceutical company sought a cost-effective way to increase pharmacy orders and brand visibility for a new therapy without relying on a large salesforce. They needed a trusted channel to reach retail and hospital pharmacists consistently across Canada.

Solution:

PTM executed a targeted PharmaDirect™ campaign featuring regular biweekly news inserts. The program included:

• High-visibility placements in both English and French editions.
• Distribution to a broad national audience of licensed pharmacists via email and fax.
• Clinically relevant ad creative focused on driving awareness and orders.
• Detailed performance reporting including opens, clicks, and web traffic to the landing page.

Key Results: 

• Total Distribution: 40,744 pharmacists reached (25,215 email + 15,529 fax).
• 25% High avg. open rates, with clicks peaking per issue.
• 20% order growth in Ontario and Alberta pharmacies

Outcome:

Post-campaign pharmacy sales data showed a clear overall increase in demand, particularly in Ontario and Alberta. The client was pleased with the results and immediately scheduled the next insertion for continued momentum. This campaign demonstrated PharmaDirect™ as a reliable, measurable channel for driving pharmacy-level demand generation on a lean budget.

Targeted Pharmacist Conference Pre-Registration Campaign

Challenge:

A leading consumer healthcare company wanted to increase awareness and engagement ahead of a major pharmacy conference. The objective was to encourage pharmacists working within two large national retail pharmacy banners to pre-register for a conference booth promotion and engage with the company’s professional healthcare platform before the event.The client needed a targeted and measurable way to reach a highly specific pharmacist audience while generating qualified interest prior to the conference.

Solution:

PTM deployed a focused email marketing campaign using its verified pharmacist database to reach pharmacists affiliated with the selected retail pharmacy networks. The campaign was designed to:

• Promote advance registration for an exclusive conference giveaway.
• Drive traffic to the client’s healthcare professional platform.
• Generate awareness prior to the conference.
• Encourage meaningful booth engagement before attendees arrived onsite.

Using PTM’s audience targeting capabilities, communications were delivered exclusively to pharmacists within the designated pharmacy banners, ensuring high audience relevance and minimal waste.

Key Results: 

• 1,494 targeted pharmacist emails delivered
• 723 opens generated
• 48% open rate
• 63 pharmacist click-throughs
• 4% click-through rate
• 0% unsubscribe rate
• Less than 1% hard bounce rate

Outcome:

The campaign generated strong engagement among a highly targeted pharmacist audience and exceeded typical healthcare email performance benchmarks.By reaching pharmacists before the conference, the client was able to create awareness, drive pre-event participation, and direct qualified traffic to its healthcare professional platform. The initiative also contributed to increased booth visibility and stronger onsite engagement during the conference.

The client specifically highlighted the campaign’s exceptional 48% open rate, validating both the audience targeting strategy and the relevance of the messaging.

Rare Disease Eyecare Awareness Initiative

Challenge:

A rare disease team sought to expand awareness among eyecare professionals in Quebec regarding the ocular manifestations of a genetic disorder. The target audience had historically received limited communication on the condition, creating an opportunity to improve awareness and education within an underserved healthcare segment.

Solution:

PTM developed a targeted outreach strategy using AxisOne™ audience intelligence to identify optometrists across Quebec. A bilingual omnichannel campaign combining email and fax outreach was executed in multiple waves to promote educational programming and encourage participation in expert-led learning sessions.

Key Results:

• Engaged a previously untapped audience of Quebec eyecare professionals
• Generated attendance from 115 healthcare professionals
• Increased awareness of disease-related ocular manifestations
• Generated direct requests for additional educational resources
• Produced strong satisfaction scores from participating attendees

Outcome:

The campaign successfully expanded engagement beyond traditional target audiences and connected healthcare professionals with clinically relevant educational content. Positive attendee feedback and continued requests for information demonstrated strong audience interest and ongoing engagement opportunities for future initiatives.

National Psychiatry Product Launch Awareness Campaign

Challenge:

A pharmaceutical manufacturer was preparing for the launch of a new therapy and needed to build awareness among psychiatrists and pediatric specialists across Canada. The objective was to maximize visibility before launch while ensuring broad coverage of both digitally engaged and traditionally hard-to-reach healthcare professionals.

Solution:

PTM deployed a bilingual omnichannel awareness campaign using targeted email marketing, fax outreach, PharmaDirect™ placements, specialized list rental for reps to call on, and specialty audience targeting powered by AxisOne™. The campaign focused on psychiatrists, pediatric psychiatrists, ADHD specialists, and pediatricians through coordinated communications designed to reinforce messaging across multiple channels.

Key Results: 

• Reached more than 5,000 targeted specialists nationally
• Achieved email open rates approaching 30% across English and French audiences
• Generated click-through rates of 3 – 4%
• Maintained less than 1% hard bounce rates
• Achieved 99% fax deliverability
• Expanded campaign reach beyond email-only audiences
• PharmaDirect™ Bundle: Strong audience relevance with ~30% open rates and excellent click performance.

Outcome:

The integrated strategy delivered strong cross-channel engagement, validated the targeting and messaging approach, and ensured full national audience coverage. By combining email, fax, and pharmacist media, the campaign successfully supported a high-profile product launch and increased visibility among healthcare professionals who may otherwise have been difficult to reach through a single channel.

National HCP Email Consent Acquisition Pilot

Challenge:

A leading pharmaceutical company (Established Brands Division) wanted to build a high-quality, consent-based HCP database ahead of focused marketing activities. They needed an effective way to raise awareness of their value-added support services among retail pharmacists and primary care physicians while encouraging compliant email opt-ins.

Solution:

PTM designed and executed a targeted fax pilot program (with follow-up email elements) using our verified HCP database. The initiative included:

• Personalized fax communications to a national audience of retail pharmacists and primary care GPs.
• Clear, compliant messaging promoting exclusive Canadian HCP support services.
• A dedicated response mechanism directing HCPs to a secure consent portal.
• Full list matching, suppression of existing registered HCPs, and detailed response tracking

Key Results:

• Reached over 41,000 HCPs nationally through high-deliverability fax broadcast.
• Achieved the client’s KPI of 3% sign-up rate to the consent portal.
• Generated hundreds of verified, express-consent email addresses from engaged healthcare professionals.
• Delivered clean responder data including name, address, specialty, and consent status.

Outcome:

The pilot successfully expanded the client’s permission-based HCP database and validated the effectiveness of the outreach strategy. The program met its objectives and laid the groundwork for ongoing acquisition and engagement activities. The client was highly satisfied with the results and partnership.

Pre-Launch Specialist Audience Development for a New Therapeutic Category

Challenge:

A global pharmaceutical company was preparing to enter a new therapeutic category and needed to establish relationships with nephrology and rheumatology specialists before launch. The organization had little to no existing engagement with these target healthcare professionals and required a compliant strategy to build a permission-based audience that could support future communications, education initiatives, and launch activities.

Key objectives:

• Building a verified specialist audience prior to launch.
• Generating CASL-compliant opt-in consent.
• Establishing future communication channels with high-value specialists.
• Creating early awareness within a new therapeutic space.
• Identifying the most effective channels for long-term engagement.

Solution:

PTM designed and executed a three-wave Triple Play™ audience acquisition program utilizing email, fax, and direct mail outreach.

Key program components:

• Audience targeting using PTM’s validated nephrology and rheumatology databases.
• Specialty-specific messaging tailored separately for nephrologists and rheumatologists.
• Customized consent landing pages designed to capture and validate opt-in requests.
• Sequential omnichannel deployment across email, fax, and direct mail to maximize visibility and response opportunities.
• Verification of all acquired email addresses prior to final delivery.

Key Results:

• 42 verified specialist opt-ins generated.
• 3% overall consent acquisition rate.
• 81% of all consents generated through email.
• 9.5% of consents generated through fax outreach.
• 9.5% of consents generated through direct mail outreach.
• Successfully established engagement with specialists who had no prior relationship with the brand.

Outcome:

The program successfully established early engagement with key specialist audiences ahead of a major therapeutic launch. By combining validated audience intelligence, specialty-specific messaging, and coordinated omnichannel outreach, PTM helped the client build a high-value, permission-based HCP audience that could support future marketing, medical, and educational initiatives.

The campaign also demonstrated that email remained the most effective channel for specialist consent acquisition, providing valuable insight for future engagement strategies and CRM growth initiatives.