UCBCares® - a decade of support and beyond

UCBCares® proudly celebrates its 10th anniversary - a decade dedicated to supporting people living with severe diseases, caregivers, and healthcare providers with compassion and professionalism.

UCBCares® is UCB's global support center, functioning as a critical bridge between our company, healthcare providers, and the people we serve. Established in 37 countries, UCBCares® resolves over 58,000 inquiries annually, providing real-time, localized assistance around UCB's medicines and solutions. The inquiries handled by UCBCares® span diverse areas, including supply, medical, customer service, safety and product quality concerns.

UCBCares® interacts with a variety of our stakeholders, including physicians and patients who make up 25% of interactions. This customer-centric approach helps UCBCares® foster a positive impact on people’s lives as they often reach out with specific questions about their medication. Underpinning UCB's commitment to patients, UCBCares® strives to provide tailored information, materials, services, or support. This approach results in 79% of people accepting additional resources, showcasing the impact of these personalized measures.

Most inquiries are resolved the same day, offering a one-stop solution for people’s needs via immediate and accurate information about UCB medications. This swift response rate ensures stakeholder satisfaction, with 96% of people calling us rating UCBCares® +9 out of 10.

UCBCares® also transforms everyday interactions into valuable insights, using AI tools to pinpoint trends and identify actionable insights that can shape our company’s priorities. For example, the service has identified an opportunity to better support pharmacists with dedicated resources, helping to improve access to our medicines and  address misconceptions about medicine use and safety through educative material and campaigns.

In essence, UCBCares® is more than a support center. It's a service that reinforces our engagement towards people living with severe diseases and healthcare providers, exemplifying UCB’s commitment to improving lives through efficient service and insightful data utilization.

This milestone is a testament to UCB’s unwavering commitment to improving lives, and it serves as a reminder of the incredible impact that consistent and empathetic support can have on communities worldwide.