Innovation Insights Newsletter

November 2025

We are pleased to present the 2nd edition of Innomar’s Innovation Insights Newsletter.

In our last edition, we provided an overview of the Innomar and partnered solutions captured below:

  • Patient Intake Solution
  • PSP optimization via our flagship Genesis CRM 
  • Manufacturer Communication Solution (MCS) 
  • HCP patient status reports 
  • Power BI PSP reporting 
  • Data collection via InnomarStart 
  • Partnerships: 
    • KEEP Labs 
    • Ensho Health 

To view our last newsletter, please click here.

Innomar has been hard at work engaging with new technology partners and developing our solutions to help streamline our operations, improve patient outcomes, and stay ahead in an ever-evolving healthcare landscape. In this issue, we’re excited to share the latest updates, advancements, and success stories that showcase how we’re driving innovation to meet the needs of our manufacturer partners.

 

New and Improved

 

PSP optimization as part of our Genesis PSP CRM

  • Advanced email and SMS automated communications: Building on our existing communication technology, we have integrated one of our innovative partners cutting-edge features that enhance our automation and personalization of patient outreach across multiple channels (e.g., email, SMS). These enhancements allow for even more tailored content and improved segmentation strategies, ensuring that our communications are more relevant and impactful than ever before. With these new capabilities, we can deliver timely, personalized, and consistent communications with patients, offering them essential information and resources at critical points in their treatment journey. Our upgraded automation features not only streamline patient interactions but also allow us to analyze engagement metrics more effectively, enabling continuous improvement in our outreach strategies. This evolution in our approach ensures that patients receive personalized support without delay, significantly enhancing their overall experience and engagement with Innomar’s integrated services. 
  • Genesys Cloud telephony system migration: Our PSP contact center has undergone a major telephony system migration, upgrading to the cutting-edge Genesys Cloud platform. Genesys Cloud allows our PSP teams to leverage additional technological capabilities to deliver a seamless and personalized experience, while also improving agent productivity and operational efficiency for the PSP.  
  • Enrolment Call Wizard 2.0: Designed to streamline the PSP enrolment process by combining all required CRM actions into a single, efficient workflow, we have launched a new and improved version of our Enrolment Call Wizard, which has addressed user feedback. With improved navigation, automation, and standardization, version 2.0 boosts PSP optimization and ensures a consistent welcome call experience for both users and patients. 
  • Elevated user onboarding and training: To elevate user onboarding and training for our PSP associates, we have partnered with a digital adoption platform (DAP) tool for Genesis users. With streamlined training modules, new users can quickly skill themselves in essential functionalities and PSP workflows. This platform reinforces adherence to best practices and keeps users informed about the latest product releases and updates. By providing continuous support and guidance, this platform aims to boost user proficiency as well as drive the usage and effectiveness of our digital solution
Business person reporting on data.

 

Expanded insight reporting through Power BI

Business person reporting on data.
As part of our ongoing commitment to innovation, we have expanded our suite of Power BI reporting dashboards for clients. The modular approach to data includes our integrated services that support PSPs, including Program, Distribution, Dispensing, and Nursing information as applicable. These modules provide visibility and actionable insights across a range of strategic and operational aspects of the PSP. Each service module is designed with the same interactive functionality, featuring dynamic visualizations and tables; and are designed to provide a more thorough, and insightful view of PSP analytics.
Business person reporting on data.

 

Successes with our Manufacturer Communication Solution (MCS)

We are seeing tremendous success with deployments of MCS and great momentum with a significant volume of escalation requests and approvals being digitally recorded and approved through this system. To share some user feedback, we are proud to capture a few testimonials from our PSP teams below: 

“The client expressed their satisfaction with the ease of the approval process and the auditability of the application, which they found highly beneficial.” – Program Director 

“I really like the MCS portal! It seems to be working very well for our teams.” – PSP District Manager 

“Feedback from the team is that they are LOVING the tool.” – Program Director 

For more details on MCS, check out the following case study. 

 

Enhanced tracking via TherapyFA

TherapyFA by Cameron Stewart Life Science (CSL) provides an online portal where pharmaceutical sales reps can order and distribute digital copay cards to physicians so they can offer financial assistance of medications to their patients without the need to leverage a PSP. Recently, we have enhanced sales rep distribution and redemption tracking processes by implementing redemption reports which can help increase effectiveness of sales initiatives and insight awareness for reps.

Our Technology Partnerships

 

Supporting Patient Mental Health with Kii Health’s Mental Health Coach


We welcome our new partner Kii Health (Santé) Canada Inc. to offer their Mental Health Coach program as part of our end-to-end PSP services. This partnership enables Innomar to provide a clinically validated and scalable mental health solution which is designed to support patients with the mental health impacts of their diagnosis and treatment.

Patients enrolled in the program receive proactive, personalized support to build coping skills and address mental well-being challenges that may impact medication adherence. Key features of Mental Health Coach include:

  • Clinically validated mental health assessment to baseline patient needs and guided support 
  • Personalized action plans and ongoing coaching touchpoints to help patients build resilience and maintain engagement 
  • Navigation and skill-building support designed to reduce barriers and sustain progress 
  • Proactive escalation pathways to mental health professionals when greater clinical intervention is required 
  • Aggregated insights into mental health symptom severity 

By integrating Kii Health’s Mental Health Coach into their PSP, manufacturers can offer more holistic support for patients, with a low barrier, compassionate entry point to mental health support. 

 

What's Next?


With patients at the heart of everything we do and the voice of the customer grounding us, Innomar’s focus for innovation is to continue to digitize PSPs, streamline user experiences and generate valuable insights for both Innomar and our customers. We aim to adapt and optimize our services to align with the evolving needs of the healthcare ecosystem. Stay tuned for what is coming up next:

Our Genesis CRM short-term technology roadmap: 


Integration with our Genesys Cloud telephony system which will provide a unified view of customer interactions and will improve service efficiency, which is foundational to the work we are doing to overlay AI capabilities within our PSPs 

Advancing the power of our OCR capabilities through additional data mapping to our existing enrolment forms as well as mapping of new document types (e.g., copay receipts) for increased automation of data entry 

Reimbursement data integrity and more automation enhancements to reduce manual data entry and encourage data completeness for KPI tracking 

Manufacturer Communication Solution (MCS)

 
To streamline how our customers access, view, and make decisions on requests that come through the PSP, we are in the process of making several user experience enhancements within our MCS based on user feedback. These improvements include cleaner displays, enhanced data sharing to support efficient decision-making; and improved notifications and access.  

Digital Patient Intake

For customers who do not require a complex set of data gathered on the clinical history, we will soon be able to deliver a standard solution that can be used “out of the box” 

Streamlining reimbursement for out-of-pocket expenses via RxHelp Copay

 
RxHelp Copay by CSL helps empower patients and pharmacists to easily submit claims online for eligible expenses, including prescription drug copays, medical supplies, and services like physical or occupational therapy. With seamless integration into the PSP CRM, RxHelp Copay ensures efficient claims management, reducing administrative burden and enhancing the overall patient experience. 

Our manufacturer partners will also benefit from detailed reporting capabilities, enabling tracking of claims and providing valuable insights into reimbursement activity. This transparency helps better understand patient needs, optimize support programs, and strengthen relationships with healthcare providers. 

Online digital order management

 
To allow ordering of samples and marketing materials for sales reps, HCPs and patients which are sent directly from our 3PL warehouse 

Our new digital platform provides a centralized solution for managing drug samples and marketing materials for our clients. It offers 24/7 access for order entry and tracking, real-time inventory control, and automated workflows to streamline operations. Key features include multi-level user access, a user-friendly interface, and optimized content distribution to ensure teams access only current, approved materials, and valuable insights to support informed decision-making. 

New clinic scheduler


Currently being developed and tested by our product and cross-functional business teams (e.g., Nursing, Clinics, PSP), the new clinic scheduler system is a multi-year transformation that is creating a multi-channel approach to appointment scheduling that will give full access of patient appointment related data to all staff involved in supporting patients through their treatment journey at Innomar while respecting patient data privacy. 

Automated alerts via our Drug Tracking Tool (DTT)


DTT provides comprehensive visibility into pharmacy drug shipments across our network. With integrations across our systems, DTT offers a robust, high-level overview of drug shipments, helping stakeholders ensure timely delivery, seamless coordination, and a positive experience for patients. 

With the upcoming introduction of the Alert Resolution Page, DTT will enable real-time updates, streamlined status submissions, and the ability to add comments directly within the tool, ensuring clear visibility and faster resolution of potential issues. Automated alert assignments will optimize workflows, while enhanced data insights will empower users to deliver even more efficient and timely patient care. 

Delivering Impact
 

Case study: Digital Patient Intake Solution

Discover how we are ‘meeting patients where they are’ by providing our flexible Digital Patient Intake Solution option to complete their PSP enrolment process online, at their own time. Digital Patient Intake Solution can be configured to align with various PSP workflows and streamlines the enrolment process for both the patient and the PSP team

Learn more about our digital services

 

If interested in discussing any of our new or planned developments, please reach out to your Innomar program contact(s) or to Matthew Nelson, Senior Director, Digital Innovation and Product Strategy.