Case Study

Digital Business Services for a Top US-based Medcom Agency

About the client

Our customer is a mid-sized healthcare communications agency that has decades of experience and knowledge in providing full services along the pharmaceutical corridor. Being a medcom agency, they render services to US healthcare and pharma giants.


The customer had a decentralized service delivery model with duplicative functions, processes, and technology. There was little central control and governance over business support services. As a result, their business model was fragmented and subscale.


DCT created a results-driven and feedback-based process to provide a suite of services targeted at US healthcare and pharma giants, which the customer services. These included Business Intelligence; Editorial services such as Copy Editing, Proofreading, and Fact Checking of medical manuscripts, brochures, modules, manuals, and executive summaries; Professional services such as Social Media Listening and Analytics; and Rich Media development.

100% transparency, detailed requirement gathering, and understanding and matching the customer’s sense of urgency allowed us to cover all bases in delivering 600+ projects in the span of 24 months.

A services model was developed that allowed the client to easily scale their design and technology expertise. The clients subject matter experts were paired with dedicated execution teams from our company. This allowed the client to scale their business up to 50% faster, more effectively manage to the businesses peaks and valleys and increased the bottom line by 35%.

Here’s the whole suite of Digital Business Services that were plugged in as a solution:

BI Services:

  • Google Analytics
  • Content Research
  • Social Media Analytics
  • Listening Services
  • Engagement Analytics
  • Digital Marketing Communication – Social Media Strategy Development

Editorial Services:

  • Copy Editing
  • Fact/Reference Checking
  • Proofreading
  • Transcription – Business, Interviews, Video, Academic
  • Electronic Submissions
  • Bibliography Assessment
  • Multilingual Module Beta Reviews
  • Voiceover Reviews
  • PDF Markup and Annotation

Creative Services:

  • Web Application Design
  • Responsive Site Development
  • Responsive E-learning Module Development
  • Artwork Finalization/Prepress
  • Native/Hybrid App Design
  • HTML Based Animations/Landing Page Creation
  • Emailers/Newsletter Design
  • Rich Media Banners
  • Infographics
  • Presentation/Document Templates
  • Brochures/Logo Design

Technology Services:

  • Web Application Development
  • Responsive Site Development
  • Self-Sufficient Web Portal Development
  • Social Plugin Integration
  • CMS Migration & Development
  • User IP Tracking
  • Data Slotting

Value We Added

DCT successfully developed a true 24/7 transnational delivery model that saved on infrastructure and technology and had a short transition cycle. With a strong focus on core areas, we provided faster and better services. For instance, in Editorial Services alone, we completed 620+ projects and clocked 10,375+ man hours over a 2-year span. We successfully addressed the customer’s pain points while offering Creative Services and Technology Services and added value with increased efficiency, faster services, improved customer mapping, and enhanced website performance.

With our Integrated Business Services model, we were able to eliminate the challenges stemming from the customer’s decentralized service delivery model, while reducing overall costs. Our ability to deliver, add value, and secure a competitive edge on a consistent, ongoing basis enabled us to build a long-term relationship with the customer.

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