EP-PharmaLine
Comprehensive Medical Management Support throughout Japan

EP-PharmaLine is a one-stop solution for medical management and support services. The highly qualified team of 500 pharmacists, 300 medical representatives, and 70 nurses assists pharmaceutical, healthcare companies, and medical devices companies across Japan with drug information, medical affairs, sales marketing, consulting, and call center services.

A fundamental part of the leading pharmaceutical outsourcer EPS Group, EP-PharmaLine covers all phases of the drug lifecycle, from clinical trials to post-marketing. A deep understanding of Japan’s regulations and culture has helped it create business value for its clients and contribute to societal development.

EP-PharmaLine’s support centers are managed by qualified pharmacists, nurses, medical representatives, dieticians, clinical psychologists, and laboratory technicians who provide 24/7 expert communication services on drug information on behalf of pharmaceutical companies. EP-PharmaLine also provides medical devices companies with a wide range of support, including medical device experts and a contact center for inquiries about operating procedures related to medical devices. If an event is scheduled, it is possible to increase the number of agents quickly.

In contrast to the one-size-fits-all approach to communication, EP-PharmaLine’s support centers adopt the Japanese culture of ‘OMOTENASHI’, which translates to treating guests wholeheartedly. For EP-PharmaLine, it is about improving customer satisfaction. Healthcare work employees engage in customized communications with healthcare professionals that find out their essential needs and give answers.

Combining its support center with multi-channel promotions like digital marketing, EP-PharmaLine also helps improve the appropriate number of prescriptions. This sales and marketing assistance significantly benefits pharmaceutical, healthcare companies and manufactures of medical devices to access optimal resources that meet various needs.

Equally beneficial is its business process outsourcing service. Qualified medical professionals and operational staff provide one-stop support for business processes, including everything from clinical trials to post-marketing.

“We also strive to promote the creation of a healthy society by encouraging medical checkups, providing health consultations and information on OTC drugs, and preventing serious illness,” says Kanami Ikeda, president and representative director of EP-PharmaLine.

Its medical communicators provide appropriate services to maintain and improve healthcare by building reliable and trustworthy relationships.

EP-PharmaLine’s services are strengthened by its continually developing technologies. For example, ‘EP-Judge’ is actively creating a web-based drug distribution management system to improve the operational efficiency of pharmaceutical companies and wholesalers as well as optimize costs. This system allows wholesalers to directly input information on drugs with special distribution restrictions into the Web, automatically determine whether the drug is acceptable for delivery, and instantly confirm the results. It significantly reduces the time loss from order placement to delivery and the risk of human error that has been an issue with conventional human operations. In call center services, EP-PharmaLine uses speech-to-text and AI search functions to improve customer satisfaction.

Against the backdrop of Japan’s decreasing number of qualified medical professionals over the years, EP-PharmaLine has also developed a unique training system, so even those without medical qualifications can perform drug information work. Those who qualify after a two-month training procedure and examination can make their debut. Its human resource support plan is another support system for new employees that offers guidance to reduce early turnover and ensure long-term employment.

We also strive to promote the creation of a healthy society by encouraging medical checkups, providing health consultations and information on OTC drugs, and preventing serious illness.

All these services have enabled many multinational pharmaceutical companies to efficiently streamline their workflow. A leading global pharmaceutical company launched their support center with EP-PharmaLine’s assistance 15 years ago and has now expanded their entire lineup of drug consultation services using EP-PharmaLine’s resources. In another instance, a major medical devices company requested EP-PharmaLine to transfer their support center with human resources to increase efficiency and service quality.

EP-PharmaLine’s successful growth trajectory is evidenced by its business dealings involving various services, constituting drug information service to 86 companies, medical affairs service to 63 companies, business process outsourcing to 23 companies, multi-channel promotion for 21 companies, medical device service for 21 companies, and healthcare service to 29 companies. In the fiscal year 2021, EP-PharmaLine had 18 clients among the top 20 pharmaceutical companies in the global sales ranking and 19 clients among the top 20 in the domestic sales ranking in Japan.

Based on its extensive track record and experience, EP-PharmaLine aims to help pharmaceutical companies and medical devices companies maximize their activities in Japan, while meeting the needs of global companies, contributing to the country’s healthcare development.