CASE STUDY Sanofi
Sanofi’s iCare+ revolutionizes patient care
Unifying healthcare systems by technology to accelerate therapy access and delivers personalized support at scale
5-MINUTE READ
Healing a fragmented system
In today’s healthcare landscape, the path from diagnosis to treatment is rarely straightforward, especially for people living with chronic conditions, neurologic disorders or rare diseases. Many patients face impersonal, disconnected daily care, and their first symptoms often signal the start of a lengthy, uncertain treatment journey.
For people living with chronic conditions such as asthma or hemophilia, the journey from diagnosis to treatment is rarely seamless. While diagnosis should lead quickly to personalized therapy, many encounter significant access barriers instead—insurance authorizations, affordability concerns and fragmented coordination across the healthcare system. This waiting period creates anxiety and uncertainty, often delaying treatment for weeks or months. According to the ISPOR Medication Adherence Blueprint (2025), the experience can be impersonal and inefficient, contributing to widespread medication nonadherence—affecting nearly half of Americans on chronic therapies and driving over $500 billion in annual healthcare costs and 125,000 preventable deaths each year according to independent studies.
Sanofi, a leader in the healthcare industry, estimates that 70% to 90% of patients never get their prescriptions, held back by diagnostic and access barriers. Determined to change this, the company set out to understand each step of patient care journey so care teams could give patients timely, personalized support. That vision led to a partnership with Accenture and Salesforce to launch iCare+, a groundbreaking digital platform that streamlines and personalizes the therapy experience of patient in daily life. It’s already driving results: 60% more patients begin treatment within 10 business days, transforming a fragmented process into one that’s fast, clear, connected and truly patient-first.
iCare+ reflects our commitment to innovating for a better patient experience through partnership—focusing ecosystem stakeholders on what matters for patients to reach treatment faster.
Fabrice Bocquillon / Head of Digital Patient Experience, Sanofi
A healthy dose of innovation
To achieve this transformation, we helped Sanofi build a new foundation—one that connects the dots across the healthcare ecosystem, accelerates access, and delivers personalized care at scale.
“Patients deserve timely, personalized access to the therapies they need. We’re transforming how support is delivered, replacing complexity and delays with clarity, compassion, and continuity of care, toward an end-to-end experience for the patient”, mentions Pius Hornstein, Global Head Digital Global Business, Sanofi.
Powered by Salesforce Health Cloud, iCare+ streamlines the therapy journey by simplifying patient onboarding and speeding up insurance verification.
From barriers to breakthroughs
How iCare+ accelerates healthcare process through unified platforms and real-time responsiveness.
iCare+ unites Sanofi, healthcare and data providers, insurance companies, and specialty pharmacies—removing barriers in real time to drive rapid access to therapy.
Tools like Service Cloud, Optical Character Recognition and Electronic Benefit Verification speed up patient interactions, data capture and coverage confirmation.
Real-time data shows patient needs and how well support services are delivered, helping care teams respond and allocate resources faster.
iCare+ uses automation and AI agents to handle routine tasks, freeing care teams to focus on people, not paperwork, while streamlining onboarding and insurance for speed and transparency.
Delivered in just nine months, iCare+ laid the groundwork for upcoming large number of launches across more than 20 markets. At the same time, it gave Sanofi full ownership of patient services data—such as onboarding records, coverage confirmations, and service performance metrics—allowing the company to respond faster, adapt more easily, and improve daily care through real-time insights. To ensure seamless platform adoption, the team first implemented a comprehensive change management and learning program that supported around 1,100 users right from day one, driving immediate productivity and minimizing disruption to on-going tasks.
Curing challenges and shaping futures
iCare+ began by supporting patients prescribed immunology treatments and is now expanding to additional specialty therapies. The platform has helped more than 650,000 patients and is on track to reach millions more globally by 2027. With over 30,000 new patients onboarding each month, iCare+ is now one of the industry’s most significant patient services transformations. Time to treatment has improved dramatically, with a 60% increase in patients starting therapy within just 10 business days.
In the U.S. only, iCare+ handles more than 6,000 patient service calls daily, streamlining access to treatment and reducing administrative burden through personalized, guided support. Enhanced accountability and efficiency from the patient hub service provider has driven record-high onboarding and enrolment rates, with over 35% of those patients requiring patient hub support enrolled in less than 30 days.
By combining cutting-edge technology with a deep understanding of patient needs and innovative change management, Accenture helped Sanofi deliver better patient outcomes at scale.
Angela Miccoli / Managing Director, Accenture
By setting a new benchmark for patient care and access, Sanofi is not only advancing its leadership in immunology—it’s building a future where every patient journey is faster, simpler, and more connected. Because in healthcare, every moment matters for the patient—and with iCare+, those moments are now working in the patient’s favor.