Indegene Helps Global Pharma Major Streamline and Scale Consent Validation, using Workato

As a global pharmaceutical organization expanding across multiple international markets, Indegene’s client required a scalable, compliant mechanism to manage healthcare professional (HCP) consent validation. 

With both GDPR and country-specific data privacy regulations to adhere to, they needed to move away from fragmented, manual processes and adopt a unified, compliant, and future-ready consent validation framework that reinforced customer trust and supported growth ambitions.

The challenge lay in transforming a complex, highly regulated process into a streamlined, scalable system without compromising on compliance or customer trust. Heavy reliance on manual workflows to capture and validate HCP consent across markets, slowed down operations. These manual workflows also created inconsistencies in how consent was processed, increasing the risk of non-compliance with GDPR and other regional mandates. 

Regulatory frameworks vary across individual EU and North American countries, from opt-in rules to data retention policies, making it difficult to scale a one-size-fits-all approach. As the pharma company entered new geographies, its legacy systems were unable to scale and adapt efficiently. The absence of automation made it difficult to manage growing volumes of HCP data and support consent validation at scale.

Indegene’s solution was to unify compliance for their client. To manage consent effectively and establish a compliant consent capture and processing system across markets, they needed a centralized system capable of capturing, processing, and tracking consents from multiple sources. 

Indegene implemented a robust, consent validation engine, powered by Workato, to automate and streamline HCP consent workflows across 16 markets in the European Union (EU) and North America (NA). This end-to-end automation ensured consistency, compliance, and efficiency in managing HCP consent across all markets they operate in. 

After evaluating a few different approaches, Indegene’s client acknowledged the need for a future-ready, centralized orchestration solution, supported by Workato’s Embedded capabilities; instead of building brittle point-to-point integrations between their existing and ever expanding MarTech ecosystem.

The result was a seamlessly connected, automation-driven consent management framework with key capabilities including:

• Automated Consent Validation: Real-time consent validation workflows across various platforms, reducing manual interventions, improving tracking accuracy, and boosting efficiency.

• End-to-End Integration: A fully integrated consent management system that automates data flows from web capture of consent to updating the consent database, through Workato for validation, and into Veeva CRM or Salesforce for marketing and engagement. This ensures a scalable, compliant backbone for HCP consent management.

• Centralized Consent Management: Consolidates consent intake from 5+ digital channels into a secure, centralised system for auditable capture, storage and tracking of HCP consents across markets.

• Country-Specific Consent Logic: Dynamic, rule-based workflows adapt to local regulations - from a two-step double opt-in confirmation flow that complies with Germany’s stringent privacy mandates to streamlined flows in less regulated markets, ensuring compliance without unnecessary steps.

Indegene transformed HCP consent management across markets, improving efficiency, compliance, and scalability using Workato. 

Indegene’s client was able to validate HCPs 85% faster on average, save over 150 hours every month on manual processing, and scale to process over 20,000 HCP records across 16 markets in EU and NA.

The platform also provided a unified framework for handling consent data, reducing manual effort, and ensuring seamless integration across all touchpoints, thereby enhancing operational efficiency and regulatory adherence.