The Client Context
A major pharma company wanted to build an in-house creative studio to support its internal brand teams. Until then, everything ran through agencies — expensive, slow, and tough to scale. Leadership knew bringing work in-house would help, but there was no team, no process, and no foundation to build on.
They needed the right talent, the right setup, and the right operating model, fast.
The Challenge
The client needed to build an in-house creative team from scratch — fast. Timelines were tight, and the hiring needs were specific: a Graphic Designer with pharma experience, a Medical Writer who understands regulated content, and an Account Manager who could partner smoothly with internal brand teams.
But hiring was only half the problem. They also needed a model that could scale — clear workflows, strong onboarding, early KPIs, and a simple cadence for reporting and review. And they wanted a blended setup with offshore backup to control costs and add flexibility during peak periods.
This wasn’t just adding headcount. They were building a new capability inside the business and needed a partner who could design it, staff it, and get it running from day one.
The Solution
We partnered closely with the client to design, staff, and launch the new creative studio end-to-end.
1. Designing the operating model from scratch
With no existing structure in place, we started by building the foundation: role profiles, job descriptions, workflow expectations, intake processes for internal teams, early KPIs, and a simple reporting model. This gave the new studio clarity and helped internal stakeholders understand how to request work and engage with the team.
2. Recruiting and onboarding the initial creative team
We sourced and selected the first set of hires based in Canada including a Graphic Designer with deep pharma brand experience, a Medical Writer who could navigate regulated content, and an Account Manager to coordinate deliverables and partner with brand teams. We handled the entire hiring lifecycle from search to final selection, ensuring the team was fully equipped to launch quickly.
3. Providing leadership and scalable support
To ensure long-term stability, we didn’t stop at staffing. We added leadership oversight from our side, offering coaching, problem-solving, and guidance on workflows, and support creating KPIs and SLAs. Offshore back-up support was layered in to handle overflow and provide cost-efficient flexibility. The result was a blended model that balanced onsite expertise with scalable future backup.
The Results
Within the first six months, the team delivered 65 projects, with 90 additional projects actively in progress as they entered Q3.
The in-house creative studio launched on time despite niche role requirements and tight deadlines. Internal brand teams quickly gained a dependable creative partner, supported by clear processes and highly responsive collaboration.
As needs evolved, the client shifted to a more scalable delivery model, and we supported the transition—ensuring continuity, knowledge transfer, and minimal disruption. Costs were significantly lower than full agency outsourcing, while leadership had visibility from day one through early performance metrics. With a scalable structure in place and offshore backup to manage peak demand, the team continues to learn, adapt, and grow.
