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Strategy & PositioningComms & CampaignsCollateral & ToolkitsSpecialist Print ServicesBids & TendersMarketing OperationsSystemsSoftware & AIM&A buy-sideM&A sell-sidePlug-in Marketing Director
The client is a UK pharmaceutical company operating across multiple markets, with a product portfolio that spans consumer and healthcare professional audiences. Their digital presence had grown organically over the years – different websites built by different agencies at different times, each with its own approach, its own structure, and its own set of plugins.
In 2022, multiple sites had been compromised. The vulnerabilities that had allowed it were baked into the architecture: too many plugins, inconsistent frameworks, no unified approach to security or hosting. It was a mess, and the stakes were high.
For a pharmaceutical company, digital presence isn’t just a marketing channel – it directly supports patient and healthcare professional access to products. Getting it wrong has consequences that go well beyond brand reputation.
What we did
Fixing the immediate problem – properly
We didn’t patch the hacked sites and move on. We started by running advanced antivirus and malware scans across all existing software and content before a single file was moved – ensuring that nothing malicious was carried forward into the new environment. Migrating compromised code onto a clean server would have defeated the point entirely.
From there, we rebuilt the underlying architecture from the ground up. Every site was moved onto a unified web platform with a consistent software framework built correctly on the CMS – eliminating the sprawl of third-party plugins that had created the original vulnerabilities. The entire estate was migrated to a new secure hosting environment protected by hardware firewalls, and all sites were secured behind Cloudflare – providing DDoS protection, a web application firewall, and an additional layer of defence between the public internet and the client’s infrastructure.
We introduced hardened password policies throughout and implemented role-based access controls, ensuring that the right people had access to the right things – and no more. Visual monitoring was put in place across all pages, using automated vision analysis to detect and alert on any unexpected changes to page content or layout – an early warning system for any future compromise attempts. SSL certificates were audited and consolidated, uptime monitoring was implemented across the full estate, and a robust backup and disaster recovery protocol was established so that if anything did go wrong in future, recovery would be fast and complete.
We also advised on GDPR-compliant cookie management – an often-overlooked compliance requirement that carries particular weight in the pharmaceutical sector, where the regulatory environment around data privacy is more demanding than most.
Once everything was live on the new infrastructure, we conducted a full round of penetration testing against the rebuilt estate – independently verifying that the new environment was secure.
Ongoing digital partnership
Once the immediate crisis was resolved, the relationship evolved into something broader. As the client’s product portfolio expanded, we built new websites to support each launch – each one consistent with the wider digital estate, each one built to the same standards of security and compliance.
That compliance piece is non-trivial in pharmaceuticals. Data privacy, advertising standards, and the specific regulatory requirements around healthcare communications create a set of constraints that most digital agencies don’t fully understand. We do – and our ability to advise on the full range of digital compliance issues specific to healthcare has been a consistent part of the value we bring.
The corporate website and international expansion
Most recently, we delivered two significant projects: a new corporate website and multilingual sites for the client’s international presence. Both required seamless collaboration with the client’s other agency partners – different teams, different workstreams, a shared vision that needed to be executed consistently across all of them.
Why it worked
Digital estates in regulated industries tend to accumulate risk quietly. Different agencies, different briefs, different standards – and no one keeping an eye on the whole picture. By the time the problem becomes visible, it’s usually already serious.
What made this engagement work was treating the crisis as an opportunity to fix things properly rather than just quickly. A patch would have bought time. A rebuilt foundation – consistent architecture, secure hosting, a coherent framework – gave the business something it could rely on and build from.
That same rigour has carried through into everything since. Pharmaceutical companies live with compliance constraints that shape every digital decision. Understanding those constraints, and advising on them proactively rather than reactively, is what has made the ongoing partnership valuable.
RESOLVE rescued us from a digital nightmare and have been our trusted partner ever since. In 2022, we discovered multiple websites had been hacked. Each had been built by different agencies over the years – different approaches, inconsistent structures, and far too many plugins creating serious security vulnerabilities. It was a mess, and we needed help fast.
RESOLVE didn’t just patch the problem. They systematically cleaned up our sites, moved everything to a unified web platform with a consistent software framework built properly on the CMS rather than relying on risky plugins, and migrated us to a secure server environment. They also advised on our overall website strategy and hosting approach, giving us a solid foundation we could build on.
Since then, they’ve become our go-to partner for everything digital. As our product portfolio has expanded, they’ve built new websites to support launches. They understand our compliance requirements and advise on the range of digital compliance issues specific to healthcare, from data privacy to advertising standards.
Most recently, they’ve delivered our fantastic new corporate website and a multi-lingual site for our German business. They collaborate seamlessly with our other agency partners, ensuring our visions are executed flawlessly.
What we value most is the consistency, reliability and speed of action – always going the extra mile.
For a pharmaceutical company where our digital presence directly supports patient and HCP access to our products, that peace of mind is invaluable.
Gemma L.
Digital Brand Manager,
UK Pharmaceutical Company
