Finance: Back-office & over-flow13 May 2018
Retail: infoline & customer support & complaint management13 May 2018
Turnover: $9.384 billions;
Company founded in 2013, having the headquarter in USA, being part of a group which started its activity in 1888;
Our partner’s professional field is research and pharmaceutical production, specialized in developing bio pharma products and drugs;
The company sells its products in more than 170 countries.
Management of the medical monitoring process and adherence program through contact center services for patients treated with a certain type of medicaments.
Inbound: ~ 700 calls/ month;
Outbound: ~ 5000 calls/ month;
SMS: ~ 25.000 SMS/ month.
Implementing a CRM system for managing the adherence program and assigning a team composed of specialists to administrate inbound and outbound contact center interactions;
Granting a dedicated phone number for managing the patients' applications regarding the adherence program, in order for the pharma vigilance situations to be solved accordingly, in real time;
Offering structured support services during the whole treatment for the patients who enrolled in the program, by using SMS and telephone outbound services in order for every patient to know the specific information about the program and to be able to respect the treatment diagram.
- Implementing an integrated management system through contact center services and SaaS solutions, which helped enhance by 20% the clients' satisfaction level regarding the program;
- Call forwarding rate exceeded 95%;
- Offering a response to clients in maximum 48 hours, regardless their chosen communication channel.
- Inbound project takeover rate:> 90%;
- SLA inbound projects: 80/30;
- Outbound draft contact rate:> 80%.
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