The Shift Toward Globalization in Medical Information: How ProPharma is Helping Shape the Future in Japan

Over the past decade, the pharmaceutical industry has moved steadily toward the globalization of Medical Information (MI) services. Standard Operating Procedures (SOPs), harmonized processes, and unified technology platforms have transformed how companies operate. Now, this evolution is extending to contact center operations — an area where consistency, compliance, and responsiveness are critical.

ProPharma is uniquely positioned to support pharmaceutical companies at every stage of this shift. Whether delivering a single global contact center solution or helping organizations expand into Japan without extensive in-country infrastructure, ProPharma combines international best practices with deep local understanding and execution.

Comprehensive MI Services in Japan

Our capabilities in Japan extend far beyond inquiry handling. ProPharma offers:

• Medical Writing: Creation and maintenance of standard and tailored response documents for healthcare professionals (HCPs) and patients.
• Translation Services: High-quality translation between Japanese and English to ensure accuracy and compliance.
• AE and PQC Reporting and Follow-up: Streamlined adverse event (AE) and product quality complaint (PQC) reporting processes and follow up services.
• Commercial Services Support: High-quality and efficient call center, email, and web chat support for patient hotlines and non-medical type inquiries, such as stock or distributor inquiries and product access.

Each service is underpinned by ProPharna's global quality standards while being carefully adapted to Japan's regulatory requirements and cultural expectations.

Global Consistency Meets Local Customization

ProPharma's model demonstrates that global standardization and local adaptability are not mutually exclusive—they are mutually reinforcing. By leveraging global expertise and understanding regional nuances, ProPharma delivers MI solutions that meet the operational, regulatory, and cultural demands of the Japanese market.

Here's how partnering with a global leader like ProPharma benefits pharmaceutical companies operating in Japan:

Global Standards with Local Adaptation

Our established SOPs and quality frameworks, refined across markets, are tailored to Japan's unique environment:

• Compliance with PMDA regulations and local medical communication norms.
• Customized workflows that align with global expectations while respecting Japanese HCP preferences.

Enhanced expectations on service levels – we understand and adhere to the expectations of call answer times and escalation timeframes.

Enhanced Operational Efficiency

Centralized systems and shared resources:

• Eliminate redundancies across regions.
• Improve responsiveness during peak demand.
• Provide cross-trained agents that can support multiple markets during disaster recovery and business continuity plans.

Access to Global Expertise

Our teams bring specialized knowledge in:

• Medical writing, pharmacovigilance, and regulatory affairs.
• Global MI innovations and benchmarking tools.
• Insights that help Japan identify performance improvements and align with global trends.
• Leveraging best practices from global and regional operations to streamline launches in Japan.

Seamless Multilingual Communication

From regulatory submissions to HCP engagement:

• Accurate Japanese–English translations support global reporting.
• Enables effective collaboration with international teams and stakeholders.

Strategic Support for Market Expansion

For companies entering or expanding in Japan:

• We bridge global strategy with local execution.
• Navigate regulatory challenges, build networks, and strengthen local market credibility.

Unified Customer Experience

Consistency across geographies:

• Standardized documents and communication protocols.
• Respectful, culturally aligned interactions that meet the expectations of the Japanese market.

Innovation and Technology Integration

Leverage ProPharma's investment in:

• AI-powered MI platforms, CRM systems, and advanced analytics.
• Cutting-edge solutions adopted globally without the need for local development.

The Global–Local Advantage

Globalization in MI and contact center operations is no longer an emerging trend — it is the new standard. Success depends on balancing the rigor of global quality systems with the nuance of local market execution.

With its proven ability to integrate global standards into Japan's regulatory and cultural landscape, ProPharma stands as the trusted partner for pharmaceutical companies seeking to achieve operational excellence and sustainable market growth.