Canada’s Trusted Partner for Strategic HCP Engagement & Compliance

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.

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.

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.

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.

Type II Voluntary Product Recall – Oral Antibiotic

Challenge:

A leading pharmaceutical company initiated a Type II voluntary recall for an antibiotic product distributed through a Special Access Program. They required fast, compliant notification to affected pharmacies and full traceability for regulatory reporting.

Solution:

PTM activated a targeted recall support program including:

• Email notification to client-supplied pharmacy locations.
• StatLine™ call centre support for direct response handling and follow-up.
• Responder management with detailed tracking of returned inventory.
• Product reconciliation, secure destruction via medical waste protocols, and full audit-ready reporting (including certificate of destruction).

Key Results

• Achieved 100% successful reach and confirmation across targeted pharmacy locations.
• Coordinated timely product returns and provided clear return labels.
• Delivered complete documentation and summary reports meeting Health Canada requirements.
• Ensured rapid execution from notification to final reconciliation.

Outcome:

The recall was managed efficiently and compliantly with minimal disruption. PTM’s structured approach provided the client with full traceability, regulatory peace of mind, and professional handling of all responder interactions.

Pharmacist Perspectives on Biologics & Biosimilars Dispensing Practices

Challenge:

A Top 10 pharmaceutical company needed to better understand how pharmacists across major Canadian provinces dispense biologics and biosimilars for inflammatory conditions. They sought insights into current practices, confidence levels with substitutions, and views on patient safety and risk management to inform strategy and educational programming.

Solution:

PTM executed a targeted MR Insights™ survey using our comprehensive, CASL-compliant pharmacist database. Key elements included:

• Precise audience targeting of 11,200 retail and hospital pharmacists (FT/PT) in ON, QC, BC, and AB.
• Strategic 5-wave split deployments to optimize response rates and avoid quota issues.
• Comprehensive questionnaire covering years in practice, dispensing frequency, substitution confidence, biosimilar knowledge, and patient management scenarios
• Full project management: survey programming, reminders, honorarium handling, data tabulation, and charting.

Key Results:

• 350+ completed responses achieved within 5 weeks.
• High data quality enabled detailed analysis of dispensing behaviors and confidence levels.
• Insights revealed practical approaches pharmacists take when managing brand switches, formulary constraints, and patient conversations.

Outcome:

The findings were instrumental for the client’s biologics and biosimilars portfolio. Results directly supported the development of tailored, non-promotional educational programs and led to multiple follow-up promotional campaigns through PTM (including PharmaDirect™ bundles). The success of this study prompted additional MR Insights™ projects, including a needs assessment for optometrists in eye care and further surveys in hematology therapeutic areas.