Challenge
- Major global pharmaceutical client with presence in 13 countries
- BCD supports both transient and meeting-related travel
- Client acquired a biotechnology company whose program included patient travel for clinical trials
- Client needed BCD to support patient travelers and their caregivers in a caring manner, while still adhering to company policy and safeguarding privacy
Approach
- BCD organized a special “voice of the customer” discussion to solicit patient travelers’ concerns and past experiences
- Members of roundtable included the BCD agent team and program manager, the client’s travel manager, and past clinical trial patients
- BCD documented patient needs and developed team guidelines for interacting with this specialized category of travelers
Results
- Agents supporting patients and their caregivers were instructed to make no assumptions, educate the traveler, ask questions and be very understanding
- Billing was handled via BTA for air, and via direct bill for hotel