The background.
Operating in over 180 countries, this world-leading healthcare multinational develops and provides biotech to hundreds of millions of patients annually. Their extensive operations depend on a nimble, global CX partner capable of providing top-tier customer experiences at scale. These end-to-end customer service needs included everything from order intake management to payment support and logistical assistance.
In addition to supporting millions of patients across diverse regions, markets, and cultures, the healthcare giant requires a customer service provider that delivers consistent brilliance both day-to-day and during major global health crises such as the COVID-19 pandemic. Challenges include creating innovative, efficient, and responsive solutions that fully satisfy both consumers and international and local regulatory requirements in the high-stakes medical industry.
The solution.
For over a decade, the pharmaceutical leader has trusted Transcom for world-class CX attuned to its vast and multifaceted operations as well as the dynamic healthcare landscape. We’re proud to provide a comprehensive suite of solutions tailored to their unique challenges. Among these, we’ve developed bespoke Voice and Text bots offering 24/7 responsiveness to match our client’s high-stakes, high-demand support needs. Handling thousands of requests simultaneously, these cutting-edge virtual agents boost efficiency while tackling urgent issues such as drug availability and delivery to secure positive patient outcomes.
By automating routine and regular resolution, we’ve empowered expert agents to prioritize empathetic, specialized support for sensitive cases. Alongside a core of top talent, Transcom rapidly provides personnel to meet emerging needs, including the deployment of a dedicated COVID-19 support team. Balancing responsiveness with responsibility, we implement training and processes certified by AIFA and EMA while consistently ensuring robust regulatory compliance.
The results.
Across more than 13 years of exceptional CX partnership with the healthcare multinational, Transcom has continued to deliver reliable, consistent improvements in performance. While upholding the highest standards in compliance and patient support, we’ve proactively optimized technology, talent, and processes, attaining a substantial 10% increase in efficiency. This reflects more scalable, streamlined systems, as well as rapid responses to patients’ requests. Our 4-minute reduction in average handling time (AHT) not only indicates increased convenience, but also improvements in speed that prove decisive in determining patient outcomes across thousands of urgent cases.
In addition to this, our team secured a 3% boost in net promoter score (NPS), reflecting increased customer satisfaction and the success of our support team even as the pharmaceutical giant took its place at the forefront of COVID-19 treatment and prevention development. Our ongoing collaboration is a testament to consistent, high-impact CX solutions tailored to meet the evolving needs of a global healthcare leader and its patients.
