Over 36 million people are impacted by migraine headaches in the U.S. each year. Unlike common headaches, migraines are accompanied by symptoms that range from nausea to seeing spots or flashing lights. A migraine attack can last up to 72 hours.
For people who suffer from migraines, traditional prevention and treatment options often come with negative side effects.
One prevention option is an epilepsy drug called topiramate. Topiramate effectively slows down the brain, which reduces the number of migraine attacks. However, it produces side effects that include memory difficulties and concentration problems.
Some patients complain of “horrible side effects” from treatment drugs such as triptans which can constrict the arteries of the heart.
Migraines, along with traditional prevention and treatment options, not only have physical consequences — they also have economic consequences.
To overcome the drug-related problems experienced by migraine sufferers, Saxa Solutions customer eNeura developed a non-drug device called the sTMS mini™. The device was made possible due to advances in transcranial magnetic stimulation (TMS) technology. The sTMS mini has been approved for both prevention and for treatment.
The device is prescribed by a physician.
eNeura’s Patient Focused Business Model
Unlike most medical device manufacturers, eNeura begins a long term, direct relationship with its patients from the moment a prescription is filled.
Not only does eNeura directly ship the device to a patient, but the company’s staff provides ongoing support, advice and encouragement to patients.
For insurance companies, it’s not enough for a patient to submit a claim that shows a device is being paid for. There needs to be evidence that the device being used and that it’s effective. eNeura helps patients with the needed information for a claim.
Once trained, patients begin to diarize their use of the the sTMS mini using a desktop or a mobile application that eNeura provides.
The information from a patient’s diary is critical for understanding whether a patient’s usage patterns will result in optimal benefits.
eNeura’s Business Needs
According to Terese Baker, Chief Commercial Officer of eNeura, “When something starts to make us feel better, it can be in our nature to back off doing the very thing that made us feel better. For chronic conditions like migraines, it’s important to stick with what’s working.
“Our main goal is to encourage our patients to keep doing what has been working for them. We knew that the right technology could help us achieve that goal and a lot more.”
eNeura had been using a CRM system that was not able to help the company meet its business goals. Management saw a need for an all-in-one CRM system that could support:
- Device rental transactions (ecommerce and fulfillment)
- One-click document output for patients to submit with their insurance claims
- The incorporation of patient device data in CRM for understanding usage patterns
- Physician access to individual patient device usage patterns
- Staff access to all patient interactions with other staff members
- A comprehensive mobile app for field representatives
- A community in which patients can securely interact with one another
- A community in which physicians and eNeura staff can collaborate
- Other extended functionality that can be developed on a platform CRM
The Salesforce Plus Saxa Solution
Because of the company’s diverse set of business requirements, eNeura selected Salesforce Health Cloud.
After interviewing a number of potential Salesforce implementation and integration partners, eNeura hired Saxa Solutions. “I could tell immediately that [Saxa co-founder] Bill Symans understood the strict regulatory environment within the healthcare industry.” said Ms. Baker.
“CRM is more art than science. As far as the Salesforce partner goes, it’s at least as much about proposing creative solutions as it is about being a software mechanic. Saxa brought that needed level of creativity to eNeura.”
Saxa Solutions, which specializes in HLS applications, has been extending the Salesforce Health Cloud to meet eNeura’s full spectrum of requirements. Having worked with other medical device manufacturers, Saxa has been leveraging its accumulated industry knowledge to the benefit of eNeura.
When it comes to helping out a patient, any given staff member has access to that patient’s entire history with eNeura — all within Salesforce. In healthcare, it’s even more important to “know your customer” than in other industries.
Salesforce is also used to produce a financial benefit for patients. By using Conga Composer in conjunction with Salesforce, eNeura can provide “one click” documented evidence of usage and effectiveness for insurance companies on behalf of patients.
“Salesforce is great, but you also have to have a strong partner to take your company down the path to success. We found that partner in Saxa Solutions.”